Supervisor I – Telesales and Retention, Call Centre Operations

The Supervisor – Telesales and Retention is responsible for Supervising a dynamic team of Call Centre Agents dedicated to providing an unparalleled level of service to our valued clients in order to ensure sustainable growth and retention of business for The Beacon Insurance Company Limited.

KEY POSITION RESPONSIBILITIES:

• Provide technical underwriting support for all classes of business in keeping with The Beacon’s guidelines and approved Limits of Authority.
• To provide timely sign off on all Policy and other Documents as required for the Unit.
• Continuously ensure compliance with all The Beacon’s guidelines, manuals, corporate policies and SOPs.
• Support in the formulation & implementation of initiatives aimed at increasing new business.
• Assist in the development of operation plans and/or budgets in conjunction with Manager or Division Head.
• Consistently identify new opportunities for cross -selling and up-selling the company’s products across the Team.
• To assist in the formulation, development and implementation of special projects.
• To assist Underwriters and Senior Management with effectively growing Beacon’s book of business.
• Actively grow Base by maintaining minimum KPIs requirements.
• Ensure efficient management of the retention process.
• Provide weekly department reports to Manager to include call per agent, performance against individual and company targets.
• Conduct interval audits for compliance with company policies and procedures.
• Provide daily Quality Control for department through observations and call-listen-ins which will be documented.
• Provide briefs to the claims department on the claimant and the respective risk(s).
• Prepare No Claims Letters as required.
• Manage time and attendance of staff members.
• Conduct Performance evaluations.
• Set and monitor the achievement of SMART goals and initiatives within the Division.
• Conduct coaching and mentoring for team members.
• Manage staff members in line with company policies and procedures.
• Create performance goals, training plans and professional development plans for staff members.