Call Centre Team Leader – Sales & Performance Coach

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

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.