Job Summary
Lead a team of 15 to 20 call-centre agents in our Accra Head Office
Minimum Qualification:
HND
Experience Level:
Mid level
Experience Length:
2 years
Job Description
Bima Overview
BIMA Ghana has been protecting the future of Ghanaian families since 2010, with over 2.5M lives insured by our policies in 2020. With over 60,000 claims paid so far and over 10,000 consultations provided every month, we take pride in being a company that puts customers at the center and returns value to our customers.
The Role (Telesales Supervisor)
BIMA is recruiting a strong Telesales Supervisor to lead a team of 15 to 20 call-center agents in our Accra Head Office. You will responsible for efficiently managing your team members to meet their sales and quality targets. You will report to the Call-Center Manager.
If you have a strong sales and leadership acumen, if you have an existing experience of telesales and want to make a career in telesales management, this opportunity is for you. Training and career growth opportunities are available.
Specific Duties and Responsibilities:
Lead a team of 15 to 20 strong Telesales agents. Collaborate with the HR and Training Departments to interview, select and train qualified candidates to join your team in accordance with BIMA’s HR guidelines
Manage the daily attendance of your Telesales Agents to ensure the team is active daily and punctual. Report on absenteeism and sales to the Call Center Manager
Monitor the performance of your team in real-time through our dashboards and motivate/support your team to ensure daily sales targets are met
Run daily meetings with your team members and provide daily feedback on previous day’s registrations and quality results. Clearly communicate targets and management decisions to agents during meetings and on ad hoc basis
Proactively listen to call recordings and liaise with the Quality and Training Department to ensure that all your Sales Agents work in accordance with selling guidelines, principles and conduct prescribed by the Company. Ensure your Agents follow the Quality guidelines and provide a high level of education and satisfaction to customers
Enforce the Company’s HR guidelines on misconduct and non-performance to make sure that queries are issued and corrective action is taken whenever required
Provide coaching and support to your Sales Agents to ensure they all meet minimum performance standard. Identify particular sales skills gap and request support from the Training Department when relevant
Minimize the number of hours of interruptions to no more the 6 hours in a month by proactively reporting technical issues to IT and Dialler personnel and actively collaborate to solve the issue
Liaise with your Line Manager and IT to ensure that Sales Agents are provided timely with all the working tools they need
Take ownership of customer requests and complaints received via your team, by actively liaising with the Customer Service and Claims Departments until issue resolution
Provide feedback to your Line Manager on customer objection and complaints, and participate in brainstorming sessions to ensure we continuously improve our products and services
Create a healthy team spirit between teams and shifts as well as an inspiring team environment with an open communication culture. Actively contribute to creating a great customer-centric culture within your team where customers are cherished
Conduct any other related duties assigned by the Company
The candidate must be/have;
First Degree or HND with commitment to engage in Degree process.
Must have completed National Service
Excellent verbal and written communication skills
Passion for sales, you have sales experience in a call-center environment yourself and possess a strong leadership acumen. You excel at motivating and leading people
Exceptional organizational skills and deadline driven
You take ownership of your territory (sales, marketing, customer service)
Strong interpersonal and human relation skills
You are self-motivated, set yourself and your team goals and achieve them
You have a strong team spirit, collaborate with your team members and make suggestions on how to continuously improve our services
Intermediate in Microsoft Office suite applications
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