Sales Team Leader

2 weeks ago

Parramatta, Australia HCF Full time

**About HCF**

At HCF, our purpose is to bring our human touch to healthcare.
We want to be true health partners to our members. Our vision is to make healthcare understandable, affordable, high quality and member centric. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

**About the role**

Reporting to the Call Centre Sales Manager, the Sales Team Leader is responsible for effectively managing, leading, coaching, developing and motivating a multi skilled team with inbound, outbound and web chat capabilities. They are responsible for ensuring effective and efficient sales and customer service with high level accuracy is provided to all member enquiries. The role will maximise inbound, web chat and outbound call opportunities to promote and sell HCF product suite in contribution to business commercial outcomes.

**Key Responsibilities**
- Encourage team engagement and motivate team to maintain high levels of quality sales and member value
- Ensure team members are meeting their agreed KPI’s
- Conduct regular one on ones as well as yearly performance appraisals with team members focusing on their current performance and guiding them to achieve individual and team goals
- Identify team member skill-gaps via BAU coaching and provide coaching and training to achieve these
- Effectively coach and develop staff to deliver best practice sales and service methodology e.g. GAIN, OPRA, HEAT
- Develops team members in accordance with succession planning
- Develop and maintain a team positive culture that facilitates continual improvement
- Monitor group and individual operational productivity

**About you**

To be successful in this role, you will demonstrate the following qualifications, experience and skills:

- Previous experience in leading call centre sales teams with the ability to monitor, coach, develop and inspire their team to deliver extraordinary customer service
- Experience in driving improvement in NPS and customer satisfaction results
- Desire to work within a team and achieve performance objectives
- A positive attitude and willingness to embrace change
- Previous experience working in the Private Health Insurance or other insurance industries and using structured sales methodology (desirable)

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