Call Centre Team Leader - Cape Town

Headhunters; Cape Town; On-site; ZAR 650,000 - 1,000,000; Full time

Job summary

Headhunters in Cape Town seeks an experienced Call Centre Leader to drive sales growth and lead a team of Direct Marketers. You will coach agents, participate in recruitment and onboarding, monitor performance, ensure compliance, and manage lead allocation and administration.

The role requires Matric and 3+ years leadership in a call centre; insurance knowledge is a plus. Strong governance and results focus are essential for success.

Qualifications

• Matric/Grade 12. An NQF level 5 qualification will be an advantage.
• Minimum 3 (three) years’ experience leading people in a call centre environment.
• Track record of personal sales success and/or the ability to lead a team to achieve their targets andimprove their performance.
• Knowledge of the insurance industry and advantage.
• Lead generation skills and experience.
• Strong coaching and leadership skills.
• Strong administrative skills.

Responsibilities

• Lead, motivate and support a team of Direct Marketers to achieve daily, weekly and monthly sales targets.
• Drive growth in new business, paid sales, joining fee collection and successful debit results.
• Monitor individual and team performance and implement corrective actions where required.
• Analyse sales reports and performance data to identify opportunities for improvement.
• Create a culture of accountability, ownership and performance excellence.
• Support and participate in branch incentive initiatives aimed at driving sales growth and lead generation.
• Identify risks to achieving branch targets and elevate concerns to management.
• Support recruitment activities to ensure branch staffing targets are achieved
• Participate in interviews, onboarding and induction activities for new Direct Marketers.
• Coach new agents to accelerate their progression to commission-earning status.
• Conduct regular one-on-one coaching sessions and provide constructive feedback.
• Facilitate team training and refresher sessions on products, sales skills and processes.
• Identify development needs and refer agents for additional training when required.
• Encourage a positive, growth-focused team culture aligned to the company's values.
• Ensure leads are accurately captured, allocated and managed on all relevant systems.
• Monitor lead utilisation and conversion rates and implement improvement initiatives.
• Ensure applications are completed accurately and submitted timeously.
• Assist agents with policy amendments, upgrades, resubmissions and client queries.
• Ensure accurate recording and administration of sales-related information.
• Monitor sales quality and compliance through call listening, call reviews and audits.
• Ensure all agents comply with FAIS, FICA, POPIA, TCF and company requirements.
• Identify quality concerns and provide coaching interventions to improve outcomes.
• Conduct investigations relating to quality assurance or compliance matters when required.
• Ensure sales scripts, processes and procedures are followed consistently.
• Monitor unpaid sales, debit results and policy cancellations and implement corrective action plans.
• Conduct daily team huddles and regular performance review discussions.
• Monitor attendance, leave and timekeeping within the team.
• Assist with disciplinary and performance management processes in accordance with company policies.
• Liaise with support departments including HR, Customer Care, QA, Compliance and IT.
• Prepare and submit performance reports and updates to management.
• Assist with branch operations and act in a leadership capacity when requested by management.
• Undertake any additional responsibilities reasonably requested by management.

Skills

Leadership

Coaching

Sales

Lead generation

Team motivation

Performance analysis

Education

Matric/Grade 12

NQF level 5 adv

Job description

• Matric/Grade 12. An NQF level 5 qualification will be an advantage.
• Minimum 3 (three) years’ experience leading people in a call centre environment.
• Track record of personal sales success and/or the ability to lead a team to achieve their targets andimprove their performance.
• Knowledge of the insurance industry and advantage.
• Lead generation skills and experience.
• Strong coaching and leadership skills.

Description

Requirements:

• Matric/Grade 12. An NQF level 5 qualification will be an advantage.
• Minimum 3 (three) years’ experience leading people in a call centre environment.
• Track record of personal sales success and/or the ability to lead a team to achieve their targets andimprove their performance.
• Knowledge of the insurance industry and advantage.
• Lead generation skills and experience.
• Strong coaching and leadership skills.
• Strong administrative skills.

Responsibilities but not limited to:

Sales Growth and Team Performance

• Lead, motivate and support a team of Direct Marketers to achieve daily, weekly and monthly sales targets.
• Drive growth in new business, paid sales, joining fee collection and successful debit results.
• Monitor individual and team performance and implement corrective actions where required.
• Analyse sales reports and performance data to identify opportunities for improvement.
• Create a culture of accountability, ownership and performance excellence.
• Support and participate in branch incentive initiatives aimed at driving sales growth and lead generation.
• Identify risks to achieving branch targets and elevate concerns to management.

Recruitment, Onboarding and Agent Development

• Support recruitment activities to ensure branch staffing targets are achieved
• Participate in interviews, onboarding and induction activities for new Direct Marketers.
• Coach new agents to accelerate their progression to commission-earning status.
• Conduct regular one-on-one coaching sessions and provide constructive feedback.
• Facilitate team training and refresher sessions on products, sales skills and processes.
• Identify development needs and refer agents for additional training when required.
• Encourage a positive, growth-focused team culture aligned to the company's values.

Lead Management and Sales Administration

• Ensure leads are accurately captured, allocated and managed on all relevant systems.
• Monitor lead utilisation and conversion rates and implement improvement initiatives.
• Ensure applications are completed accurately and submitted timeously.
• Assist agents with policy amendments, upgrades, resubmissions and client queries.
• Ensure accurate recording and administration of sales-related information.

Quality Assurance, Compliance and Risk Management

• Monitor sales quality and compliance through call listening, call reviews and audits.
• Ensure all agents comply with FAIS, FICA, POPIA, TCF and company requirements.
• Identify quality concerns and provide coaching interventions to improve outcomes.
• Conduct investigations relating to quality assurance or compliance matters when required.
• Ensure sales scripts, processes and procedures are followed consistently.
• Monitor unpaid sales, debit results and policy cancellations and implement corrective action plans.

Team Leadership and Operational Support

• Conduct daily team huddles and regular performance review discussions.
• Monitor attendance, leave and timekeeping within the team.
• Assist with disciplinary and performance management processes in accordance with company policies.
• Liaise with support departments including HR, Customer Care, QA, Compliance and IT.
• Prepare and submit performance reports and updates to management.
• Assist with branch operations and act in a leadership capacity when requested by management.
• Undertake any additional responsibilities reasonably requested by management.

Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.