Contact Center Team Lead

Pacific International Insurance (AU/NZ); George; On-site; ZAR 300,000 - 400,000; Full time

Job summary

An insurance company based in George is seeking a Sales and Service Team Leader to oversee call center operations. This full-time role involves coaching agents, monitoring performance, and ensuring customer satisfaction. The ideal candidate has prior experience in a leadership role, strong communication skills, and is willing to work night shifts. Benefits include competitive remuneration and opportunities for continuous learning.

Benefits

Competitive remuneration and benefits

Health and wellness benefits

Continuous learning and development access

Qualifications

• Proven experience in a similar role and environment.
• Strong understanding of lead generation software and policy databases.
• Excellent communication and relationship-building skills.

Responsibilities

• Assist with daily call center operations, scheduling, and shift management.
• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor service standards and identify gaps.

Skills

Customer service orientation

Coaching and mentoring

Analytical mindset

Education

Matric / National Senior Certificate

Tools

Lead generation software

Job description

Sales and Service Team Leader (Motor)

Location: George, Garden Route, Western Cape (On-site)

Employment Type: Permanent, Full-time

Are you passionate about delivering exceptional customer service and driving team performance? Do you thrive in a fast-paced, collaborative environment? We’re looking for a Sales and Service Team Leader to join our dynamic Motor Sales and Service team in George!

Please note: This role involves working night hours, with shifts typically starting at 01:00 AM or 03:00 AM, subject to change based on operational requirements.

About the Role

As the Sales and Service Team Leader, you’ll play a pivotal role in supporting the day-to-day operations of our Sales and Service call center team. You’ll help ensure smooth workflows, track team performance, and empower our agents to deliver outstanding customer experiences. This role is ideal for someone who enjoys coaching, problem-solving, and making a real impact on both sales outcomes and customer satisfaction.

Key Responsibilities

Team Support & Coordination.

• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.

Reporting & Performance Tracking

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.

Process & System Support

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.

Customer-Centric Collaboration

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.

General Duties

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.

The Requirements

• Matric / National Senior Certificate.
• Strong understanding of lead generation software and policy databases.
• Proven experience in a similar role and environment.
• Proven success in achieving sales targets and conversion rates.
• Excellent communication and relationship-building skills.
• Analytical mindset with strong problem-solving abilities.
• Solid grasp of customer service principles.
• Willing and able to work the hours stipulated in the description of this advert.

Bonus Skills

• Experience in coaching, mentoring, or team leadership.
• Familiarity with lead generation tools.
• Resilient, adaptable, and performance driven.

Benefits when joining Pacific International Insurance:

• Working hours that provides you with more flexibility during the day.
• Competitive remuneration and benefits.
• Long service loyalty rewards.
• Health and wellness benefits.
• Continuous learning and development (access to LinkedIn Learning).
• Great Coffee – because we know a good brew can make all the difference.
• A Purpose-Driven Culture – Our values of discipline, relationships, tenacity, reliance, and focus guide everything we do. We’re here to provide “soft landings” for our customers and our people.

About Pacific International Insurance

Pacific International Insurance is a licensed general insurance company, proudly providing soft landings for policyholders across Australia and New Zealand. With over two decades of experience, we offer a diverse range of personal and business insurance solutions.

About the product: PD Insurance (AU)

As part of the Pacific International Insurance family, PD Insurance Australia offers award-winning, low-cost, high-value pet and car insurance. Our products are designed to be simple, transparent, and supportive - helping our customers protect what matters most, without the hassle.