What's this role about?
The Team Manager role in Chubb offers you the opportunity to lead a team of 15 telemarketers who are expected to connect customers with products that meet their needs, by marketing Chubb’s insurance policies to the mass markets through outbound telemarketing.
Responsibilities
- Lead a team of at least 15 Account Development Executives (ADEs) and Senior Sales Executives (SSEs) to achieve key performance indicators (KPIs), which includes sales targets, call quality and operational standards, by providing the necessary assistance, guidance and coaching support
- Monitor the daily team performance, individual staff metrics and manage the team’s break times
- Set KPIs and/or sales targets for individiuals and ensure that these KPIs and/or sales targets are known and met by the individuals
- Provide fair, constructive, and timely feedback towards individual performance expectations and goals
- Assess work performance of individuals and identify their areas of strengths and weaknesses, and develop them where necessary
- Train new hires on selling techniques through demonstration and sharing of best practices
- Review and respond to Quality Assurance reports in order to provide timely feedback to team members
- Conduct roleplays with team members to uplift their skillsets
- Resolve and demonstrate confidence when handling customer issues either on the phone or while assisting team members
- Conduct service recovery calls as and when required
- Manage escalated cases and maintain public relations including any complaints
- Monitor team attendance and agent behavioural issues, and report to supervisor/management when necessary
- Effectively address unprofessional or non-constructive behavior situations that may occur
- Motivate the team to maintain morale and encourage excellence
- Mentor team members on the development of their career goals
- Host team meetings when necesary to ensure that team members are provided with any process changes and/or updated information
- Participate in interviews for recruitment of telemarketers
Note: Relevant training will be provided
Requirements:
- Minimum GCE A-level/STPM or Diploma equivalent in any field
- Have at least 5 years of outbound telemarketing experience in selling insurance products
- Must possess Insurance Certificates in General Insurance (BCP, PGI and HI)
- Proficient in English and a second language
- Have a proven track record in outbound telemarketing
- Demonstrated the ability to effectively coach and guide other telemarketers in succeeding
- Keep-up-to-date with latest trends and world events
- Comfortable to have difficult conversations with team members
- Willingness to share best practices with colleagues
