Telemarketing Supervisor

You will lead a team (circa 10 FTE) of telemarketing senior associates. The key focus of the role is to lead, coach and develop the team to ensure that the annual sales target is achieved. A clear understanding of managing a Telemarketing outbound and inbound team from a metrics perspective is vital.

You will need full flexibility to work shifts over 24 hours a day from Monday – Friday.

Main Duties / Responsibilities

• Manage sales team to achieve sales target
• Coaching Telemarketers on every aspect of their job
• Motivate the team to help achieve targets
• Be able to analyze reports to spot trends
• Be able to create reports to help manage the business
• Performance manage staff
• Set team metrics in line with your yearly sales targets
• Achieve sales targets pre-determined by management
• Communicate regularly with team
• Carry out monthly 121 reviews, midterm and yearly reviews of staff
• Recruit & train new staff with business demands
• Monitor sales calls for coaching and compliance
• Complaint handling
• Participate in product meetings
• Achieve / exceed set productivity and quality standards
• Adhere to regulatory targets within our territorial limits
• Sell with integrity and treat customers fairly
• Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues
• Maintain accurate records and files as required
• Actively support other team members and the achievement of team objectives
• Identify potential process improvements and make recommendations to the management team
• To carry out other ad hoc tasks as required to meet business needs

Experience

• Experience managing a telemarketing sales team
• Experience in insurance sales
• Strong customer focus with ability to identify and solve problems
• Excellent interpersonal skills and good verbal and written communication
• Ability to exercise judgement
• Ability to organise, prioritise and manage workflow
• The ability to work well in a team environment
• Basic system navigation and Microsoft application skills
• Good keyboard skills
• Regulatory awareness within the Middle East
• Preferable experience of an advised sales process

Skills

• Excellent oral and written communication skills
• Leadership skills to motivate and develop others.
• Must possess excellent negotiation, presentation and influencing skills.
• Sound analytical skills and ability focus on detail
• Customer-focused and action-orientated.
• Ability to identify and manage potential problems.
• Proficient in the use of Spreadsheets, word-processing and associated office IT Skills.
• Self-motivated with confidence to use own initiative and to innovate.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.