Call Centre Team Leader

Icebolethu; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Icebolethu is looking for a Call Centre Team Leader in Johannesburg to guide a 25+ member outbound sales team. You will drive target achievement, coach agents, and ensure high-quality customer service while maintaining FAIS/POPIA compliance. A strong leader with planning, reporting, and stakeholder management will thrive in this role.

The role emphasizes performance management, coaching, training, and effective communication to deliver superior results in a dynamic financial services environment.

Qualifications

• Grade 12 (Matric).
• Diploma or Degree in Business Management, Sales, Marketing, Commerce, or a related field.
• Regulatory Examination (RE5) advantageous.
• FAIS Compliant with NQF Level 5 Credits (advantageous).

Responsibilities

• Drive team performance to achieve daily, weekly, and monthly sales targets.
• Monitor agent productivity and ensure achievement of KPIs.
• Develop and implement performance improvement plans where required.
• Analyse sales and operational reports to identify performance trends and opportunities.
• Lead, coach, mentor, and motivate team members to deliver exceptional results.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Facilitate team meetings and communicate business objectives effectively.
• Identify talent within the team and support succession planning initiatives.
• Conduct induction, refresher, and on-the-job training.
• Monitor call quality and ensure adherence to company standards.
• Provide continuous feedback to improve sales and customer service delivery.
• Implement corrective actions where quality standards are not met.
• Ensure compliance with FAIS, FSCA, POPIA, and company policies.
• Maintain accurate records and documentation.
• Promote ethical selling practices and customer-centric service delivery.
• Minimise business risk through effective governance and compliance monitoring.
• Build and maintain strong relationships with clients and internal stakeholders.
• Identify opportunities to cross-sell and upsell products and services.
• Resolve escalated customer queries and complaints in a professional manner.

Skills

Leadership

Communication

Coaching

Accountability

Customer-centric

Results-driven

Decision-making

Planning

Conflict resolution

Resilience

Attention to detail

Business acumen

Education

Grade 12 (Matric)

Diploma or Degree in Business Management, Sales, Marketing, Commerce, or related field

Regulatory Examination (RE5) advantageous

FAIS Compliant with NQF Level 5 Credits (advantageous)

Tools

CRM systems

Call Centre management systems

Job description

VISION STATEMENT:Our vision is to be the center of Excellence in the Funeral Assurance Industry. To offer Services equal to none, in order to propel strong growth for our Company.Icebolethu Group is an Authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.

We are seeking to appoint a Call Centre Team Leader to join our dynamic team. The successful candidate will be responsible for building, leading, and managing teams of 25 or more Outbound Agents to drive new business acquisition. The incumbent will be accountable for achieving sales targets through effective leadership, coaching, performance management, and operational excellence.

• Drive team performance to achieve daily, weekly, and monthly sales targets.
• Monitor agent productivity and ensure achievement of key performance indicators.
• Develop and implement performance improvement plans where required.
• Analyse sales and operational reports to identify performance trends and opportunities.
• Lead, coach, mentor, and motivate team members to deliver exceptional results.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Facilitate team meetings and communicate business objectives effectively.
• Identify talent within the team and support succession planning initiatives.
• Conduct induction, refresher, and on-the-job training.
• Monitor call quality and ensure adherence to company standards.
• Provide continuous feedback to improve sales and customer service delivery.
• Implement corrective actions where quality standards are not met.
• Ensure compliance with FAIS, FSCA, POPIA, and company policies.
• Maintain accurate records and documentation.
• Promote ethical selling practices and customer-centric service delivery.
• Minimise business risk through effective governance and compliance monitoring.
• Build and maintain strong relationships with clients and internal stakeholders.
• Identify opportunities to cross-sell and upsell products and services.
• Resolve escalated customer queries and complaints in a professional manner.

Competencies & Behavioural Attributes

• Strong Leadership and People Management skills.
• Excellent Communication and Interpersonal Skills.
• Coaching and Mentoring Capability.
• High Levels of Accountability and Integrity.
• Customer-Centric Approach.
• Results-Driven Mindset.
• Decision-Making and Problem-Solving Ability.
• Planning and Organising Skills.
• Conflict Resolution Capability.
• Resilience and Adaptability.
• Attention to Detail.
• Strong Business Acumen.

• Grade 12 (Matric).
• Diploma or Degree in Business Management, Sales, Marketing, Commerce, or a related field.
• Regulatory Examination (RE5) advantageous.
• FAIS Compliant with NQF Level 5 Credits (advantageous).

Experience

• Minimum 2 years' experience in a Team Leader or Middle Management role within an Inbound or Outbound Call Centre environment.
• Proven track record in achieving and exceeding sales targets.
• Experience within the Financial Services or Life Assurance industry will be advantageous.
• Demonstrated success in leading and developing high-performing sales teams.

Technical Skills

• Advanced Microsoft Office skills, particularly Excel.

• CRM and Call Centre management systems experience.
• Strong reporting and analytical skills.