Call Centre Team Leader

Metropolitan; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services provider in Gauteng is seeking a Call Centre Team Leader to manage and motivate a high-performing team. Responsibilities include achieving sales targets and enhancing client experiences. Ideal candidates will have at least 2 years of team management experience and relevant qualifications. The role offers competitive benefits and supports professional development.

Qualifications

• Matric certificate is essential.
• NQF level 5 qualification approved by FSCA required.
• Diploma in Business Management is essential.

Responsibilities

• Manage and motivate the team to deliver excellent client experience.
• Develop plans to achieve sales targets.
• Collaborate with Quality Assurance to guide team performance.

Skills

Sales experience

Team management

Communication

Education

Matric certificate

NQF level 5 qualification

Diploma in Business Management

Job description

Job Title

Call Centre Team Leader

Location

Midrand, Gauteng, South Africa

Company Overview

Metropolitan is one of the services brands in South Africa. With a [**year**] legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 12 African countries including Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.

Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash‑back cover, retirement solutions and life insurance.

Role Purpose

Manage and motivate the team in order to deliver an excellent client experience and support the achievement of sales targets.

Requirements

• Matric (grade 12) certificate (essential).
• NQF level 5 qualification approved by FSCA or equivalent relevant qualification (essential).
• Diploma in Business Management and/or equivalent relevant qualification (essential).
• 2 years in a sales environment, doing outbound calls and cold calling (desirable).
• Regulatory Exam 5 (essential).
• Minimum 2 years of managerial sales team leader experience supervising financial advice (essential).

Duties & Responsibilities

• Develop plans to achieve sales targets in line with client centric practices.
• Manage the adherence to operational processes, policies and legislative requirements.
• Develop action plans and initiatives to drive sales, motivate team and improve performance.
• Communicate and implement approved team targets within area of responsibility.
• Implement action plans to achieve sales targets and business goals.
• Effectively manage all day‑to‑day team activities and escalations.
• Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance and quality of calls.
• Regularly assess team members' performance against targets and implement actions to increase performance.
• Assess service delivery based on engagements with business, stakeholders and relevant analytics and implement plans for improvement.
• Maintain effective and efficient record keeping on the relevant system.
• Conduct regular engagement with team members in order to cascade information and team objectives.
• Cultivate and manage working relationships with a variety of stakeholders.
• Analyse, identify trends and report on team performance and productivity.
• Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
• Implement measures to address non‑performance within the team.
• Identify operational efficiencies and make recommendations for improvement.
• Drive client service delivery goal achievement in line with predefined standards.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Support effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Plan and implement a cycle of medium term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures to prevent illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non‑compliance to organisation policy and practice and report on findings.

Competencies

• Convincing People
• Team Working
• Empowering Individuals
• Interacting with People
• Making Decisions
• Resolving Conflict
• Adopting Practical Approaches
• Seizing Opportunities