Job Description

Job Category: NES Job Group
:

• Ensure basic hygiene and professional standards are maintained across the team.
• Observe individual performance and conduct regular reviews.
• Provide constructive feedback and coaching.
• Assist team members with queries related to general insurance products and processes.
• Coordinate with providers to resolve product-related issues.
• Organize product training sessions in coordination with providers.
• Ensure team members are up to date with product knowledge and process changes.
• Demonstrate strong interpersonal skills to manage staff effectively.
• Resolve internal and customer queries with empathy and efficiency.
• Support staff in handling customer interactions.
• Ensure high standards of customer service are maintained.
• Monitor calls and interactions for quality assurance.

Provide coaching and feedback to improve service delivery
Responsibilities:

• Deliver monthly sales targets for General Insurance through the Telesales team.
• Ensure effective utilization of dialer campaigns.

Monitoring calling lists, lead allocation, and customer contact strategies to maximize reach and conversion.

• Set clear performance goals for agents.
• Provide structured coaching, monitoring, and feedback to tele sales agents to enhance performance and ensure compliance.
• Maintain high call quality standards.
• Ensure full adherence to regulatory and compliance requirements.
• Analyze sales reports and performance metrics to identify gaps, opportunities, and areas for improvement.
• Recruit, train, and certify tele sales agents.
• Build and retain a high-performing team with low attrition.

Refine tele sales approach based on market feedback, customer behavior, and product positioning.
Qualifications:

• Bachelor's degree or postgraduate qualification in a relevant field.
• Minimum of 5 years of experience in telesales or related roles within the General Insurance industry
• In-depth understanding of General Insurance products and associated service methodologies.
• Excellent verbal and written communication skills with the ability to prioritize tasks and meet deadlines.
• Strong conflict resolution skills with the ability to interact effectively and empathetically with customers.
• Demonstrates patience, empathy, and a solution-oriented mindset with a focus on driving results.
• Advanced organizational skills and the ability to manage multiple priorities in a dynamic work environment.
• Proven ability to work within and lead multidisciplinary teams, especially in culturally diverse environments.

Strong experience in managing teams, including staff development, performance management, and motivation.

Skills Required