Outbound Call Center Supervisor

About the role

Sunday is looking for an Outbound Call Center Supervisor to lead a team that supports distribution partners in turning prospect leads into closed sales, mainly in health and motor insurance. The supervisor also ensures the team delivers a smooth customer experience across the website and online and offline channels.

Key responsibilities

• Supervise outbound agents and manage an initial team of up to 5, checking their work daily so that performance targets are met or exceeded with no mistakes.
• Prepare and allocate prospect leads to agents according to internal guidelines.
• Monitor and analyse outbound calls (conversion rates, response time) to ensure daily, weekly and monthly targets are met.
• Help customers get a smooth shopping experience through the website and channels such as Line, Facebook Chat, Zendesk ticketing or phone.
• Motivate and coach the team, using award schemes aligned with company objectives.
• Gather and share feedback on why sales conversions fail, and work with the CRM and other teams to keep customer data accurate and issues resolved quickly.
• Develop and update training material and run a structured product training schedule on product knowledge, sales techniques and customer service.
• Manage the budget and resources, including scheduling and staffing, and work with the Customer Service Manager to improve the call and chat tools.

Required profile

• Bachelor's degree in Business Administration, Marketing or a related field.
• 3-5 years of experience as an outbound agent or in a role involving convincing B2C customers by phone.
• Preference for an active insurance telesales agent licence from the Office of the Insurance Commission.
• Proven experience as an outbound lead or similar role.

Required skills

• Leadership and management skills
• Analytical and problem-solving skills