Telemarketing Unit Sales Manager at Absa Bank Limited

Job Summary

To build and develop a high-performing team of Data Led sales agents through embedding efficient business development, performance management and coaching.

Job Description

Drive Business Performance and Growth - Time Spilt 30%

• Drive Team performance against key performance standards as communicated and agreed with the Center Manager and the Data Led Sales Manager in areas including: Portfolio growth Sales delivery and revenue contribution Customer experience and Net Promoter Score Operational risk and control rigor management Call productivity-100% Leads utilization on assigned leads Quality Assurance- Call quality as per QA matrix
• Identify business improvement opportunities and make appropriate recommendations.
• Drive business initiatives and campaigns to achieve desired business outcome
• Develop strategies for maintaining and further penetrating existing customers base and execute the strategy through supporting the agents to actively data mine within the portfolio, customer needs assessments and expanded customer relationship
• Proactively track and manage customer feedbacks from their interactions with the agents to ensure follow up and closure of pipeline generated

Management of telemarketing agents - Time split 40%

• Provide business support to agents through daily, weekly, and monthly performance tracking to achieve the team targets
• Prepare and share daily, weekly, and monthly team performance reports to the Center Manager as required.
• Daily monitoring of agents’ sales activities and ensure adherence to the time structure document.
• Agree individual targets with the agents for products and campaigns and drive performance
• Motivate staff and ensure they are recognized through the Absa recognition schemes
• Ensure that the agents understand the compensation plans in place.
• Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training.
• Sit for agent interviews based on shortlist provided by the CLM Center Manager, PF and Resource Coordinator. 
•  Induct new agents and ensure that they participate in formal induction as well as the compulsory compliance training courses
•  Sit for disciplinary hearings for misconduct or incapacity charges together with PF
•  Drive proper sales practices/ call etiquette to ensure NPS score targets are achieved.

Operational Rigour and Compliance with KYC requirements -Time split 15%

•  Ensure accuracy of product applications from the agents.
•  Ensure that relevant approvals for all applications are always sought as guided in the laid down procedures.
•  Sample at least 2 sales applications per product daily and listen to the recorded conversation between the agent and the customer thereby checking quality of the call.
•  Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
•  Comply with general Absa operational risk & rigour requirements including Health & Safety standards, security of premises, KYC and anti-money laundering regulations.

Contribute to Development of the Team - Time split 15%

•  Share knowledge and experience with agents and other Sales Managers in the team.
• Achieve personal development by participating in development programs and training
•  Provide cover for other Sales Managers in case of leave/absence.
•  Deputize the TMU Center Manager when required.

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)