Bradley Voeght

Manager Call Centre

Johannesburg, Gauteng

adsnq9@r.postjobfree.com

068*******

Job Title: Manager

Location: Johannesburg, South Africa (Gauteng) - I am not willing to relocate My Availability: Immediately Fais

credits: 160 credits.

Re: Completed and competent.

My Next Career Move:

To grow in any managerial level in any sector, preferably in the financial services industry. I have an analytical ability which enables me to interpret and analyse figures and also strong organizational and interpretation skills which enables me to effectively turn performance around to meet and exceed the required standards. I am driven to succeed, and my competitiveness drives me to seek a competitive advantage that has led to my success. I am a self-motivated, hardworking and always well organized. Punctuality is of high importance. Using my own initiative in order to make the right decision when needed. Willing to relocate: Anywhere

Work Experience

Senior Call Centre Manager

I-Talk Financial Services - Gauteng

April 2020 to Present

Managing a call centre of 150+ agents and 20 team leaders reporting directly to me. To ensure that every team leader exceeds monthly sales target set in accordance to the business budget. Coaching, mentoring, guiding and providing the sales floor with the tools needed in order to be successful. To ensure that sales agents are legally compliant and competent with the Risk and Fraudulent Declaration and FAIS Act used as guidelines. Manage leave and absenteeism of staff members Manage and create the incentives of the Call Centre to boost performance, weekly and monthly. Organize and coordinate call centre functions and incentive Motivate team. Manage the lead usage to attain maximum income through the effective and efficient use of the leads provided to me by the business. Recruit and retain sales consultants. Report on performance and devise strategies to exceed, repair or maintain satisfactory performance on a weekly basis. Performance management and appraisal of sales agents Coaching sales agents to increase sales performance through role-plays, listening to the calls made by agents on areas of improvement identified during the coaching sessions. Follow up on coaching sessions to check for implementation where targets are not being met. Provide leadership to agent’s Daily target reviews and revisiting target set to ensure monthly target is achieved. Goal setting sessions with sales agents Manage campaigns being dialled by the call centre to ensure that maximum output is achieved from the leads provided. Call Centre centre Sales manager

One Plan Health Insurance - Johannesburg, Gauteng

January 2019 to March 2020

Managing a call centre of 50 + agents and 4 team leaders reporting directly to me. To ensure that every agent exceeds monthly sales target set in accordance with the business budget. Coaching, mentoring, guiding and providing the sales agents with the tools needed in order to be successful. To ensure that sales agents are legally compliant and competent with the Risk and Fraudulent Declaration and FAIS Act used as guidelines. Manage leave and absenteeism of staff members Manage and create the incentives of the Call Centre to boost performance, weekly and monthly. Organize and coordinate call centre functions and incentive Motivate team. Manage the lead usage to attain maximum income through the effective and efficient use of the leads provided to me by the business. Recruit and retain sales consultants. Report on performance and devise strategies to exceed, repair or maintain satisfactory performance on a weekly basis. Performance management and appraisal of sales agents Coaching sales agents to increase sales performance through role-plays, listening to the calls made by agents on areas of improvement identified during the coaching sessions. Follow up on coaching sessions to check for implementation where targets are not being met. Provide leadership to agent’s Daily target reviews and revisiting target set to ensure monthly target is achieved. Goal setting sessions with sales agents Manage campaigns being dialled by the call centre to ensure that maximum output is achieved from the leads provided. Sales Manager

Bytes People Solutions - Roodepoort, Gauteng

January 2016 to December 2018

Managing a team of 45+ agents with 3 team leaders reporting directly to me. To ensure that every agent exceeds monthly sales target set in accordance to the business budget. Coaching, mentoring, guiding and providing the sales agents with the tools needed in order to be successful. To ensure that sales agents are legally compliant and competent with the Risk and Fraudulent Declaration and FAIS Act used as guidelines. Manage leave and absenteeism of staff members Manage and create the incentives of the Call Centre to boost performance, weekly and monthly. Organize and coordinate call centre functions and incentive Motivate team. Manage the lead usage to attain maximum income through the effective and efficient use of the leads provided to me by the business. Recruit and retain sales consultants. Report on performance and devise strategies to exceed, repair or maintain satisfactory performance on a weekly basis. Performance management and appraisal of sales agents Coaching sales agents to increase sales performance through role-plays, listening to the calls made by agents on areas of improvement identified during the coaching sessions. Follow up on coaching sessions to check for implementation where targets are not being met. Provide leadership to agent’s Daily target reviews and revisiting target set to ensure monthly target is achieved. Goal setting sessions with sales agents Manage campaigns being dialed by the call centre to ensure that maximum output is achieved from the leads provided. Marketing insurance product on behalf of First National Bank, such as funeral plans, Law on call. Road cover products to FNB clients. Sales Manager

O'Keeffe & Swartz - Randburg, Gauteng

March 2007 to August 2015

Duties:

Managing a team of Sales Consultants in the insurance industry, selling short/long term insurance products to a broad spectrum of clients who bank with the four major banks of South Africa - ABSA, FNB, Standard Bank, Nedcor - that make up the companies' affinity list. For the year 2012 I have also done multi selling on Edcon of which again i am the top team on Edcon year to date.

Other products managed were financial service providers such as Regent, Mutual and Federal, Zurich, Hollard, Aig, funerals, Medscheme, Momentum etc.

The sales consultants are provided with leads which they need to convert to sales. Achieving and exceeding monthly sales target set in accordance to the business budget for the month (usually around R395-R1 million monthly )by:

Coaching sales consultants to ensure that sales made are legally compliant, Risk and Fraudulent Declaration and FAIS Act used as guidelines.

Manage leave and absenteeism.

Responsibilities include:

Manage and create the incentives of the Call Centre to boost performance, weekly and monthly. Organize and coordinate call centre functions and incentive Motivate team. Manage the lead usage to attain maximum income through the effective and efficient use of the leads provided to me by the business.

Recruit and retain sales consultants.

Report on performance and devise strategies to exceed, repair or maintain satisfactory performance on a weekly basis.

Performance management and appraisal of sales consultants. Coaching sales consultants to increase sales performance through role-plays, listening to sales calls, application of the great call model and the sales process. Re-train sales consultants where necessary. Follow up on coaching sessions to check for implementation were targets are not being met. Provide leadership to ensure that sales consultants unleash their potential. Daily target reviews and revisiting target set to ensure monthly target is achieved. Goal setting sessions with sales consultants, emphasis is to develop sales consultants to grow within the business where applicable.

Manage campaigns being dialed by sales consultants to ensure that maximum output is achieved from the leads provided.

Reason to leaving: Looking for growth, needed a new challenge. I started as a Sales Consultant

O'Keefe and Swartz - Johannesburg, Gauteng

June 2006 to March 2007

Occupation: Executive sales consultant

Employer Sector: Sales

Location: Randburg, Johannesburg, South Africa (Gauteng) Duties: Outbound Sales consultant in the insurance industry selling short term insurance products to a broad spectrum of clients who bank with the four major banks of South Africa - ABSA, FNB, Standard Bank, Nedcor - that make up the companies' affinity list.

Reason for leaving: Promoted to Sales Manager

Education

High School (matric)

Skills

• Microsoft Office (10+ years)

• Insurance (10+ years)

• Call Centre Management (10+ years)

• Telesales (10+ years)

• Sales And Management (10+ years)

Certifications and Licenses

Re5

May 2014 to Present

160 Fais credits

July 2009 to Present

References

Nivash Rajpal – 083-***-**** ( Senior Call centre Manager ) Deyon Naidoo – 084-***-**** ( Call centre head )

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