Provide direction, training and coaching to Agents on products, systems and sales processes
Induct and support Agents to meet and exceed performance and productivity standards
Manage and monitor activities of Agents through effective leads allocation to ensure that each Agent has adequate and appropriate opportunities.
Support and guide Agents through the sales process by displaying exceptional product knowledge and customer centricity.
Take ownership of the incubation experience to provide a positive onboarding and learning experience in which Agents are encouraged to be actively engaged as they gain and enhance technical expertise.
Manage the quality of coaching to ensure the correct skills, knowledge and behaviour is embedded
Apply tailored training and coaching methods to meet various learning styles and maximise the learning experience
Monitor and track competence of Agents
Identify and deliver post learning initiatives to continually embed learning
Provide feedback to the relevant stakeholders on training content, implementation thereof, Agent uptake and landing of training and coaching interventions.
Identify and report on any significant performance issues and implement a plan to remedy the performance issues or gaps identified.
Recommend opportunities to the relevant stakeholders to enhance processes and increase effectiveness.
Build and maintain relationships with internal and external stakeholders.
Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within area of responsibility
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between employees.
Identify employee growth and development needs and schedule interventions to this.
Effectively manage performance of Agents in incubation to ensure business objectives are achieved.
Encourage innovation, change agility and collaboration.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Manage financial and other company resources under your control with due respect.
Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
