2 Call Centre Telesales Supervisor Job Opportunities – aYo Uganda

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Organisation: aYo Uganda

Duty Station: Kampala, Uganda

About US:

aYo is a Micro Insurance Company partnering with MTN to offer revolutionary Insurance solutions. aYo brings you an easy way to get hospital cover for accidents (not illness) and life cover. You can also add aYo Send with Care cover to the money you send home through MTN Mobile Money.

Job Summary:   The Telesales Supervisor will be part of a dynamic team that is creating a future where everyone in Uganda uses insurance. aYo caters for a new way to procure insurance cover using your cellphone. By using aYo Recharge with Care and Send with Care, it’s now easier than ever to look after yourself and loved ones with cover that increases every time you load MTN airtime or send money using MTN Mobile Money.

Key Duties and Responsibilities: 

  • Facilitate direct sales by instructing team members to inform existing customers about new products in and encouraging them to make sales.
  • Follow up customer complaints and inquire about their user experience of products purchased, through various customer surveys and campaigns.
  • Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress in order to achieve maximum results
  • Ensure that customers are treated cordially and are held in high esteem in order to make them patronize the company continuously
  • Create good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
  • Evaluate sales records periodically to make balances and ensure that sales figures tally are attained as per monthly target.
  • Coach team members on best sales skills and customer care approaches by transferring expert knowledge to them to boost their skills
  • Verifies telesales results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provides feedback to telesales agents by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
  • Evaluates telemarketing/telesales approaches by rating effectiveness of agents; providing quality ratings; identifying training needs; developing training programs; conducting training.
  • Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Contributes to team effort by accomplishing related results as needed.
  • To use quality monitoring data management system for compiling and tracking performances at team and individual levels.
  • To coordinate and facilitate call calibration sessions for the organization staffs.
  • To provide feedbacks to the team members.
  • To prepare and analyze internal and external quality reports and managing performance management reviews.

Qualifications, Skills and Experience: 

  • The ideal candidate must hold a Bachelor’s degree in any relevant discipline from a recognized university.
  • Two years of working experience in call Centre management.
  • Should have excellent oral, written and interpersonal communication skills.
  • Exceptional listening, analytical skills and report writing skills.
  • Should have intermediate knowledge/expertise with PC hardware and software (Word, Excel and PowerPoint).
  • Should have strong knowledge of customer care/sales management processes and techniques.
  • Should have demonstrated ability to work well in a team environment.
  • Should be dedicated  and flexible to provide exceptional service to the company
  • Language proficiency (Multi-Lingual).English and Luganda a must, any other additional languages is an added advantage.
  • Ability to work under pressure.
  • Ability to make good sales decision
  • Ability to work in a busy and goal-oriented sales- driven environment.
  • Positive attitude towards the job and the environmental need.
  • Exhibit good marketing skills to make high sales
  • Excellent presentation skills to convince customers about new products
  • Good motivational skills to bring out the best in team member

How to Apply:

All suitably qualified and interested candidates are encouraged to apply by sending their updated CVs to info@ayo.co.ug.

Deadline: 15th April 2019


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