Responsibilities

PEOPLE:

•Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.

•Provide statistical and performance feedback and coaching on a regular basis to each team member.

•Constantly monitor the OS executives by sitting minimum 2 hours per week with each advisor to assess their performance with a documented checklist.

•Assist the manager with daily operations to include the development, analyses and implementation of staffing, training.

•Develop training documents that support Online Sales operations.

•Assist in monitoring the call qualities to meet the standard criteria in both insurance and sales calls.

CUSTOMER:

•Ensure that we have a ‘Customer First’ culture across the whole business.

•Ensure all customer complaints are being sorted following the complaints management process.

•Ensure all data capture and data quality objectives are achieved and monitor results weekly.

MANUFACTURER:

•Ensure that all OS executives are following manufacture's call quality standards through selectively monitoring call recordings.

OPERATIONAL EXCELLENCE:

•Ensure all performance and sales reports are updated on daily basis.

•Ensure all members register all notes for each activity on the system.

•Write and administer performance reviews for skill improvement.

•Maintain files on each OS executive as they relate to attendance, production, and reviews.

•Ensure to have a detailed plan of the way in which you plan to impact your team’s day-by-day performance.

•Suggest contests, awards and themes that increases loyalty and focus.

•Present to the OS Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.

Skills

Educational Qualifications

Education Degree

: Bachelor

Major

: Business Administration

Experience

Years of Experience

: 3 - 5  Years

Field of Experience

: Online sales / CRM

Skills

•Comprehensive understanding of Business management.

•Expertise in online sales, including stock control management, and customer relationship management

•Knowledge of use of e-commerce platforms, social media for business purposes

•Knowledge of vehicle legislation and trade practices.

•Excellent interpersonal and communication skills.

•Leadership and people management skills.

•Flexible approach to work and able to adapt and thrive in a changing environment.

•Negotiation skills.