MetLife

The Team You Will Join

MetLife's direct marketing department in Portugal manages the promotion and distribution of insurance products through third-party providers who make outbound calls to potential customers.  

The Opportunity

Join our dynamic, energetic, and creative team focused on achieving or exceeding set objectives, both quantitative and qualitative.  Their focus, to establish a relationship between MetLife and potential clients from the initial contact, ensuring a positive customer experience.  

Success in this role requires:

• Commercial Skills – Understanding various business situations and applying that understanding through implementing solutions to face challenges.
• To be Dynamic – Never accommodate to the situations. Always looking forward, searching for new mechanisms of doing different and better. 
• Analytic Skills – Analyze a situation, identify the root cause and find effective solutions. this may involve critical thinking, creativity and decision-making under pressure.
• To be a Team Player – Prioritize the Team goals and contribute to achieve them. Interact with other departments in order to complete tasks or projects. 

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• To lead the assigned outbound/inbound sales campaigns to achieve its objectives.
• To identify causes of deviations (database, supplier, script), propose action plans and follow up with the suppliers involved.
• Monitoring and feedback on the results of the KPIS of the assigned campaigns and agents such as: Persistence Rate, Penetration Rate and Contact Rate, Response Rate and Conversion Rate, SPH, Average premium and ANP, ANP/MC.
• Reporting on campaign deviations and improvement actions.
• Monthly estimates of sales, contacts and ANP of the campaigns.
• To participate in the launch of assigned campaigns and collaborate with other areas of the company.
• Implementation of agent incentive system and monitoring of the impact on service improvement.
• Tutoring of sponsors' visits to the platforms (availability to travel around the country).
• Submission of customer segments, modelling proposal and testing.
• Control of dialing systems.

What You Need to Succeed (Required Qualifications)

• Direct experience in outbound and inbound sales services.
• Experience in different roles managing teams and commercial services.
• Experience in analyzing scripts, call auditing and calibrations.
• Analytical skills, proactive, positive attitude and ability to work in a team, both in person and remotely (teleworking).
• Results orientation and continuous improvement.
• Excel knowledge.

What Can Give You an Edge (Additional Skills)

• Business level Portuguese and English 
• 3 - 5 of years of experience in outbound sales department.
• Understanding AI tools.
• Sales experience in the Financial Services sector, including Utilities/Telecoms.
• Availability to travel within the country.
• Have prior experience of managing an external vendor, managing their SLA, KPIs etc