Field Sales Team Leader
People Management
- Ensure that Field Sales Agents clearly understand their targets and meet or exceed sales and leads targets
- Collect a minimum of 80 sales per month
- Foster a high performance culture within individual Field Sales Agents
- Identify problem areas in the performance outputs of various Field Sales Agents and performance manage where necessary
- Develop and build productive working relationships with other Team Leaders, Field Agents, existing and prospective Hollard clients, as well as owners of venues from which Field Sales Agents will generate sales & leads
- Ensure that the team has the operational infrastructure (e.g. stationery, application forms, uniform, name badges, mobile devices, etc.) required to operate efficiently and provide a quality customer experience to all prospective and existing KDO clients
- Train and guide Field Sales Agents and to consistently deliver quality customer experiences to existing and prospective Hollard clients, in an ever changing field environment
- Manage resource capacity and recruit Field Sales Agents and (with the assistance of the Branch Manager, personnel agencies or referrals), as and when required to address business needs (minimum 15 Field Sales Agents per team)
- Accountable for scheduling work rosters, monthly venue plans and shift allocations for Field Sales Agents, to ensure sufficient capacity to achieve daily sales and leads targets
- Monitor the quality of Field Sales Agent interactions with existing and prospective Hollard clients, and provide training where necessary to ensure KDO standards are being maintained
- Lead by example and ensure that Field Sales Agents comply with KDO corporate identity (appropriate and clean uniform, name badges, professional presentation of self, etc.)
- Monitor and analyse Field Sales Agents performance data (sales applications, leads generated, sales quality, productivity, compliance, merchandizing etc.) daily, weekly, and monthly.
- Collect, check, sign-off and deliver sales applications on a daily basis to the branch consultant and coordinate these activities with Field Sales Agents to ensure a consistent flow of both sales and leads on a daily basis.
- Provide Field Sales Agents with on-the-job coaching & mentoring, and perform QA assessments in order to address skills and knowledge gaps, and to plan for future development needs.
- Identify talented Field Sales Agents with leadership potential to develop this potential for succession planning purposes
- Hold daily, weekly and monthly meetings with Field Sales Agents to discuss performance, document these sessions and store individual agent files for accessibility to HR
- Source profitable venues for Field Sales Agents to work in.
- Submit a monthly plan and budget for venues that Field Sales Agents will operate from throughout the following month
- Submit monthly reports on sales performance for Field Sales Agents vs. Target
Customer Service Management
- Liaise with the KDO branch Manager to ensure that field deliverables are met in accordance with the SLAs and maximize productive communication.
- Assist Field and branch employees with escalated field client queries to ensure that matters are resolved efficiently and effectively
- Solve problems relating to dispute handling, retrieval of documentation (non-advice disclosure form, agents’ rosters, etc.) and provide feedback to the Branch Manager
- Identify and report on matters that affect performance and customer experience adversely (sales, administration and claims issues).
- Handle any customer complaints with a win-win philosophy
- Conduct performance reviews for Field Sales Agents, coach and institute performance counselling if required
- Understand all processes affecting customer experience, and ensure that the correct processes are followed to deliver the best possible experience for the customer, KDO and Field Sales Agents
- Apply business rules and processes as defined in operational protocols
- Uphold the Hollard brand at all times, and ensure that all Field Agents do the same.
The above statements are intended to describe the general nature and level of work performed by a person assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. KDO reserves the right to add to or change the duties of the position at any time.
Qualifications
Grade 12
Business Management NQF level 5
RE 5 (added advantage)
Additional Information
The above job description is intended to describe the general nature and level of work performed by a person assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. KDO reserves the right to add to or change the duties of the position at any time.
Work Location: Soweto