The purpose of the Team Leader is to manage and oversee the team responsible for generating sales opportunities for the broader business, while ensuring all interactions with stakeholders and clients are professional, responsive, and courteous.

A key focus of the role is to develop future sales talent by coaching, mentoring and building the capability of team members to become high-performing sales agents.

A successful candidate achieves this by sharing knowledge and experience to strengthen the team's sales expertise, continuously identifying opportunities to grow the customer base. Takes ownership of the team's day-to-day activities, performance and skills development to optimise results and consistently meet minimum sales standards.

Qualifications

• Minimum NQF 4: Grade 12 OR a Tertiary Qualification (advantageous)
• Regulatory Examination Certificate 5 (RE5) – Essential
• Full Qualification in Short-Term Insurance – Essential
• Compliance with FAIS Fit & Proper criteria

Experience and Skills Required

• 3 years in a Call Centre Sales Agent environment with proven sales success
• 2 years outbound sales management experience in a call centre
• Strong background in short-term insurance products
• Understanding of high-performance compliance environments
• Strong attention to detail and ability to analyse large data sets

Key Responsibilities

• Drive and improve the lead warming process to create quality sales opportunities
• Optimise lead allocation using data insights
• Coach and develop team members through performance analysis and call listening
• Maintain high call quality, script adherence and customer experience
• Manage productivity (talk time, attendance, breaks)
• Facilitate training and team development
• Share best practices and improve conversion performance
• Design and implement incentives
• Build a high-performance, collaborative team culture
• Engage with stakeholders to improve lead quality and outcomes
• Ensure adherence to operational and compliance standards

Non-Technical Skills

• Strong administration skills
• Excellent communication (verbal and written)
• Interpersonal and stakeholder engagement skills
• Presentation and influencing ability
• Time management and organisation
• Self-starter with strong work ethic
• Resilience under pressure
• Adaptability to change
• Analytical and problem-solving skills
• Conflict resolution ability
• Team collaboration and relationship building
• Customer-centric mindset