About the role
Key Roles & Responsibilities
Primary Role Description: - We are seeking an experienced and results driven Call Centre Lead to lead our team of Health Insurance sales representatives. The candidate will be responsible for driven sales growth, leading and developing a team of sales agents and managing 3rd party partner expectations.
Key Roles & Responsibilities:
-Manage and oversee the daily operations of the call center department.
-Develop strategies to increase sales and meet or exceed sales targets.
-Monitor & analyze sales metrics, including conversion rates & sales revenue
-Manage performance of Team Leads to align & deliver on sales objectives
-Manage attrition
-Stakeholder Management: manage expectations of 3rd party stakeholders & provide feedback on lead quality and areas of improvement for campaign.
-Quality checks, Miss-selling prevention
-Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
-Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
Key Requirements – Education & Certificates
Graduation
Key Requirements - Experience & Skills
Knowledge of Health Insurance Sales, call center management, leading a team, meeting sales target.
-Proven experience of leading a sales driven call centre operation with experience of managing an operation through periods of significant growth or change
-Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.