What are you going to do?

This position coaches sales and service agents on product, processes, and soft skills to boost their confidence and job performance. The function guides and develops sales people to increase operational efficiency. This involves enhancing sales and CX.

Duties include

• Assess coaching requirements by reviewing customer interactions (calls, reports, TL requests),
• Conduct evaluations and coaching sessions, both individually and in groups.
• Participate in necessary post-coaching monitoring and reporting
• Keep in touch with your clients and other stakeholders.

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So, what do you think will make you a good fit for this position?

Having the Required Skills and Experience

• Grade 12
• Accreditation as a coach is a plus (i.e. diploma or ETDP)
• Ideally, you have prior work experience in a financial services, contact center, or sales setting.
• Training and coaching expertise is a plus.

It

Capabilities and information:

• Microsoft Office (Excel, Word, PP, Outlook)
• Thought Express dialer/Vici dialer (or other similar systems)

Business

• Knowledge of the financial services industry (basic)
• Knowledge of financial services products (MiWayLife))
• Compliance regulations that apply (i.e.: FICA, POPIA etc)
• MWL methods and systems (service and sales related)
• Processes/rules for underwriting and claims
• Processes and strategies for assessing quality
• Coaching methods and procedures

Personal Attributes

• A talented person-builder
• skilled in establishing and maintaining rapport
• keen on analysis and specifics
• Ability to convey ideas and receive them attentively
• Effective management of time and daily preparation
• focused on getting things done
• Focus on quality
• Dispute redresser

Skills and Knowledge

• Certificate plus 4–5 years of experience or High School Diploma plus 2–3 years of experience
• relevant background knowledge.
• Competences Acquired Through Study And Practice
• Assessing and monitoring calls
• Instruction and training for consultants

Training

Process optimization and conformity to norms

Personal Attributes

• Conflict management / self-starter / able to make a significant contribution
• Uses language skillfully; makes a significant individual contribution
• Develops Strategies and Works with Others to Achieve Common Goals
• boosts productivity – makes original contributions
• Join our team and begin your path to professional success now

Strong, long-lasting bonds between management and staff are a top priority for us. We know you have high expectations for yourself and your future, both professionally and personally. We take great satisfaction in assisting everyone of our team members in fully realizing their potential.

Core Competencies

• Encourages originality by rewarding individual effort
• Putting the needs of the customer first – Taking initiative
• promotes achievement – making a significant individual impact
• Works together, each member making a unique contribution
• Tolerating adversity and making a meaningful individual contribution

Application Method