Outsource Sales Manager

Outsourced Call Centre Operations Manager Are you an expert team leader or manager? Have you serviced clients and done underwriting? We're hiring! Aon South Africa is recruiting an Outsourced Call Centre Manager in our Sales department based, on a hybrid basis, from our Head Office in Sandton. The role of the Outsourced Call Centre Operations Manager is to manage the day-to-day performance and strategic relationship with the external BPO call centre partner, ensuring the delivery of high-quality, compliant sales and service outcomes in line with company, regulatory, and affinity partner requirements. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Operational Performance Management Coordinate the daily performance of outsourced sales and service teams (outbound and inbound, where applicable). Supervise and manage key critical metrics. Conduct daily and weekly performance reviews with BPO team leaders and managers and track agreed action plans. Coordinate campaign launches, script updates, product changes, and process updates with BPO operations. Vendor and Relationship Management Act as the primary operational liaison between Aon and the outsourced call centre provider. Lead governance forums, including: Daily operational huddles; Weekly operational reviews; Monthly and quarterly business reviews. Ensure contractual service levels (SLAs) and KPIs are clearly understood, measured, and achieved. Resolve operational issues, disputes, or risks within agreed timeframes. Support procurement and business leadership with contract renewals, scope changes, and RFP processes relating to outsourced call centre services. Sales, Quality and Customer Experience Drive sales performance through effective management of the outsourced operating model including effective’ lead distribution where applicable. Review sales scripts, customer journeys, objection-handling approaches, and closing techniques in partnership with BPO training teams. Work with Quality Assurance teams to define: Quality standards; Call evaluation criteria; Calibration sessions. Analyse customer feedback, complaints, and call insights to identify root causes and improvement opportunities. Implement initiatives aimed at improving: First-call resolution; Customer satisfaction and NPS; Conversion rates; Retention outcomes. Compliance, Risk and Governance Ensure outsourced operations follow all applicable legislation and company policies, including:FAIS; POPIA; Treating Customers Fairly (TCF); Voice logging requirements; Disclosure requirements. Partner with Compliance, Risk, and Internal Audit functions to address findings and implement corrective actions. Oversee adherence to call-recording, data privacy, consent, and information security protocols across all campaigns. Reporting, Analytics and Continuous Improvement Produce or coordinate daily, weekly, and monthly operational performance reports. Analyse trends relating to: Conversion; Productivity; Quality; Complaints; Cancellations; Revenue. Find opportunities to optimise: Lead allocation; Dialling strategies; Sales scripting; Operational processes. Lead or support continuous improvement initiatives and pilot programmes within the outsourced environment. Contribute to forecasting, budgeting, and capacity planning activities. Stakeholder and Affinity Partner Management Collaborate closely with: Sales Enablement; Marketing; Product Managers; IT; Compliance; HR teams. Support relationship management with affinity partners through: Performance reporting; Quality reporting; Adherence to partner-specific requirements, scripts, branding, and contact rules Participation in joint operational reviews and improvement initiatives. Communicate BPO performance, risks, and