Job Description:
- Be responsible for the Outbound Call Centre team which supports distribution partners in converting prospects leads into closed sales primarily in health and motor insurance. Such support can include but not limited to responding to product and / or shopping inquiries by enquiries, recommending the most suitable benefit plan and / or product to customers, others.
- Supervise Outbound Agents and manage an initial team of up to 5 agents, ensuring they are meeting or exceeding performance targets, and rechecking team members works on a daily basis with no mistakes.
- Prepare and allocate prospect leads to Outbound Agents according to internal guidelines as revised from time to time.
- Monitor and analyse outbound calls for the team; such as conversion rates, response time, etc. to ensure daily, weekly and monthly targets are met.
- Assist and ensure that the customers for a smooth shopping experience via easysunday.com website and any other online / offline buying journey via Line, Facebook Chat, Zendesk Ticketing or call.
- Ensure the team can assist and satisfy customer inquiries in a professional and accurate manner.
- Motivate and coach team members to meet and exceed performance goals by creating attractive award schemes that are aligned with company objectives, etc.
- Gather and share all feedback on reasons driving unsuccessful sales conversions.
- Collaborate with the CRM and any other team(s) to ensure customer information is accurately captured and updated in the system.
- Collaborate with other departments to ensure that customer issues are addressed and resolved in a timely manner.
- Develop, update training material and train and coach agents on product knowledge, sales techniques, and customer service best practices. Ensure that there is a structured product training schedule.
- Manage the budget and resources, including scheduling and staffing.
- Work with the Customer Service Manager to improve the call and chat tool experience for agents.
Qualification:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 3-5 years of experience working as Outbound Agent or any role that involves convincing the B2C customer via phone.
- Preference with active insurance telesales agent licence from Office of the Insurance Commission.
- Proven experience as a Outbound Lead or similar role
- Strong leadership and management skills
- Strong analytical and problem-solving skills