About the job

MILVIK (BIMA) is one of the fastest-growing impact and tech companies in the world. We use disruptive mobile technology to bring insurance and health services to consumers with low incomes. BIMA is committed to disrupting the traditional insurance industry and democratizing access to vital services for billions of under-served families around the globe. In just five years, we’ve built a customer base of over 20 million subscribers in 15 countries across Africa, Asia and Latin America.

Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global, growing business. We are a vibrant company where ideas and passion are welcomed, and you get real responsibility from day one.

We have brought together some of the best talent from World leading organizations to create a company that truly celebrates diversity. Our people are our greatest asset and, as an equal opportunities employer encourage applicants from diverse backgrounds to work with us

BIMA, where innovation, diversity and respect are at the heart of our culture.

THE ROLE

• The purpose of the Sales department is to drive Milvik growth through ensuring customer intake and retention as per company budget and delivering customer promises
• The Team Captain is responsible for driving acquisition of customers, through building a strong sales culture among his/her team to meet budget targets. The TC supervises, coaches, motivates and manages performance of his agents.
• The Team Captain manages a team of up to 13 agents. The Team Captain works closely with a QI agent. The Team Captain directly reports to the Sales Manager.

RESPONSIBILITIES (ROLE SPECIFIC)

People Management: supervise, coach, motivate and manage performance of agents

• Implement BIMA Agent Academy to train agents on how to conduct sales
• Ensure that each agent performs their duties as per their job description, review agent performance on a daily, weekly and monthly basis, against department KPIs and job description
• Weekly 1-2-1s and feedback sessions with agents; make time to understand how each agent is doing
• Track live KPIs in the CC through smart TV and MIP/Connectel dashboards
• Listen to agents calls to understand behaviors and areas of strengths and improvements, conduct feedback sessions. Work closely with QI agent to improve long term performance
• Implement performance management system (probation, dev plan, PIP, critical care, contract renewal) and target setting with sales manager and HR
• Celebrate strengths and provide support to address weaknesses; Adopt a constructive and positive attitude to discussing weaknesses. Encourage team members and strike the right balance between severity (low tolerance for negative behavior and low performance) and ability to empathize with and encourage agents where they need additional support. Use appropriate language to communicate feedback or when recommending disciplinary actions. Always maintain a professional and objective attitude towards agents: constructive feedback vs personal judgement; Working relationship vs friendship.
• Develop a strong team culture through conducting adequate team building activities
• Develop intrinsic motivation drawing on various motivational techniques and tools to engage TCs and maintain high morale in the team throughout the day/week/month/year
• Organize competitions and engagement events in the CC
• Diamond Circle

Consultation and communication: make sure that all decisions from management team are adequately communicated and explained to agents. Organize FGDs with TCs and/or agents on various topics when applicable to make sure that TCs are empowered to contribute to company decision-making. Organize various team briefings.

Create discipline and routines

• Enforce company rules and zero tolerance policy on negative behaviors that are in contradiction to Milvik organization culture
• Implement robust systems to manage attendance, time-keeping and talk-time
• Implement a zero tolerance policy on serious misrepresentations
• Design and institutionalize daily, weekly, monthly routines
• Implement a zero tolerance policy on underperformance
• Lead by example through demonstrating irreproachable professional ethic

Call Center scale up (when applicable)

When a TC is recruited to create a new sales unit, the TC assists the sales manager in the following:

• Recruitment of agents as per company recruitment strategy, criteria and processes
• Training of agents
• Graduation ceremony
• Working closely with HR on implementing agent on-boarding checklist
• Probation management

Sales performance analyses

• Prepare various analyses and presentations to understand KPIs trends and drivers and identify appropriate actions to improve team performance

Call Center maintenance

• Escalate to sales manager any challenges
• Ensure that agents respect all Milvik assets

Technical platforms

• Immediately escalate any technical challenge to Sales Manager
• Share MSISDN samples and scenarios to tech team to trouble-shoot
• Implement Milvik equipment management framework

Reporting

• Daily attendance tracker
• Weekly team meeting presentation
• Monthly CC briefing

Escalation

• Immediately escalate to Sales Manager any serious threats that affect company culture, quality of sales (serious misrepresentations and fraud), customer complaints, staff wellbeing

Qualifications

• Diploma, bachelor’s degree in business, Marketing, or similar
• 2+ years’ experience in sales; Excellent sales techniques and ability to think strategically about customer acquisition and retention
• Share our passion and intrinsic motivation to deliver our organization purpose and culture
• Customer obsessed to deliver BIMA customer promises
• 1+ years of leadership track record in managing a team
• Optimist and self-driven
• Irreproachable professional integrity
• Excellent communication, interpersonal, conflict resolution and management skills

Language

• Written and Spoken English
• Swahili

If you are interested in the role, please send your CV and cover letter through careers.tanzania@milvik.se