Telesales Team Manager (Banca)-(2400011S)DescriptionThe role will be responsible to work with CFS –Telemarketing & Indirect Channel.
Job responsibilities: Manage the overall operations of the General Insurance telesales team.Work closely with GEGM on campaign management and campaign incentive.Provide regular updates and feedback to GEGM on the General Insurance products, campaign, and team's sales performance for continuous improvement.
Liaise with inter-departments in leads management, data extraction request and segmentation.
Liaise with internal departments and GEGM on policy fulfillment.Perform daily sales calls QA and daily leads assignment.
Generate daily sales file, daily in house sales and conservation reporting.
Manage campaign matrix performance by tracking and compiling results on a timely basis.Generate monthly incentive report.
Analyse data and generate monthly reports on telemarketing activities and outcomes.Developing and implementing strategies to improve efficiency and effectiveness of telemarketing operations ensuring guidelines are in line with department and organization objectives.Handle escalated calls, complaints, questions, and queries as necessary.
Perform outbound calls in the absence of a team member and for ad-hoc cases (salvage or sales recovery cases).Monitor, support, and coach Telemarketers.
Including General Insurance products training, role play training and telemarketing soft skills.
Monitor and manage all Telemarketer's sales performance to meet KPIs including sales target, contact turnaround time, etc.Responsible for onboarding on new hires including but not limited to creation and deletion of accesses, compliance training and records keeping.Design and develop initiatives relating to new hires, refreshers, staff development and training needs to meet financial objectives.Analyze quality assurance and sales compliance audits trend and work with sales head and other stakeholders for continuous improvement.Initiate regular calibration sessions between Business Support Unit and sales team to align expectations and share best practices.Keep up-to-date with knowledge on General Insurance products on the marketEnsure compliance with all OCBC and GEGM operating & regulatory guidelines, sales practice, sales dos & don'ts, code of ethics and conduct and bank's internal policies.
QualificationsJob Requirements: Candidate must possess at least a Diploma/Degree in any field.At least 2-3 years(s) of experience as Team Leader in telesales, preferably from General Insurance industry.Candidate with Pre-Contract Examination (PCEIA – Part A and B) in General Insurance would have an added advantage.
Good commands of both spoken and written English and Mandarin.Ability to work in a fast-paced environment and with minimal supervision.Excellent communication and phone skills, persuasiveness, patience, persistence, and keyboarding skillsAggressive, self-motivated, responsible, sense of urgency.