Job Summary
Job Overview:
We are seeking a highly experienced and dedicated Team Leader to oversee a team of Client Services/Retentions Consultants in one of our call centers. The ideal candidate will have a passion for teamwork and a proven track record in building and managing successful teams.
Responsibilities:
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Team Management:
- Lead and manage a team of Retentions Consultants.
- Ensure team members meet and exceed Key Performance Indicators (KPIs).
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Employee Development:
- Provide encouragement and motivation to team members.
- Communicate team goals and targets effectively.
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Recruitment and Training:
- Assist in the hiring process of new team members.
- Conduct training for new team members.
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Problem Resolution:
- Address team member questions and concerns.
- Oversee team member work for quality and compliance with guidelines.
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Communication:
- Communicate deadlines and sales goals to team members.
- Foster a collaborative and communicative team environment.
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Regulatory Compliance:
- Develop and implement strategies to ensure team adherence to company regulations.
- Ensure performance goals are consistently met.
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Customer Service:
- Provide quality customer service by interacting with customers, answering inquiries, and resolving complaints effectively.
Minimum Requirements:
- Matriculation (High School Diploma or equivalent).
- Clear ITC (Credit) and Criminal Record.
- Full FAIS 150 Short Term Insurance FAIS Credits (Non-negotiable).
- Regulatory Examination - RE5 qualification
- Minimum 3 - 5 years' experience as a Call Centre Team Leader (Insurance/Financial Institutions)
- Experience in Long Term Insurance - Subcategory 1.1 1.22.
- Extensive Insurance Background.
- 3 - 4 years Client Services/Retentions/Sales Team Leader Experience
Skills and Qualities:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven ability to meet and exceed KPIs.
- Team coaching and Development.
- In-depth knowledge of Long -Term Insurance - Subcategory 1.1 & 1.22
- Problem-solving and decision-making capabilities.
- Commitment to regulatory compliance and quality standards.
- Passion for employee development and teamwork.