Team Manager: MiWayLife Parktown, Gauteng

Sanlam; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic team manager to lead and inspire a group of Sales Agents in a fast-paced contact center environment. This role emphasizes performance management, coaching, and achieving sales targets while fostering a collaborative and motivated team culture. The ideal candidate will have a strong background in sales and team management, demonstrating excellent communication and interpersonal skills. Join a company committed to employee growth and transformation, where your contributions will shape the future of financial services.

Qualifications

• At least 3 years of team management experience in a sales environment.
• Minimum 2 years of outbound call center experience.

Responsibilities

• Manage a team of Sales Agents, monitoring performance and targets.
• Resolve conflicts and develop team skills through coaching.

Skills

Team Management

Sales Experience

Coaching Skills

Communication Skills

Customer Service Orientation

Stress Management

Education

Matric or Equivalent Qualification

Diploma with 2-3 Years of Experience

RE 1 and 150 FAIS Credits

Job description

MiWayLife is dedicated to supporting, growing, and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic and digital intermediary channels. We have approximately 100 tied sales agents, all committed to meeting the financial needs of our clients and prospective clients.

MiWayLife’s vision is to establish a world-class direct financial service business that seeks to:

• offer its clients excellent service, superior value products, and fair treatment always;
• be an employer of choice; and
• play a meaningful role in the transformation of the Financial Services industry.

Our culture is values-based, built around Accountability, Attitude, Energy, Freedom, and Professionalism. We are a family of vibrant, energetic free-thinkers, constantly innovating and disrupting.

What will you do?

This role involves the daily management of a team of Sales Agents in the Contact Centre. It is a first-line management role responsible for controlling, managing, and motivating the team, including monitoring and achieving sales targets, staff productivity, quality, compliance, staff development, training, coaching, and overall performance management and administration.

What will make you successful in this role?

• Set goals with team members covering performance, quality, and development;
• Apply effective motivational techniques;
• Manage incentive budgets;
• Focus on career and skills development of team members;
• Resolve people-related issues such as conflicts, absenteeism, and disciplinary matters;
• Vesting and training of new Sales Agents;
• Briefing and readiness for projects and campaigns;
• Drive project and campaign targets;
• Escalate call resolution issues and provide project-related answers;
• Coordinate with project and campaign management teams;
• Maintain a focused and motivated team;
• Coach and develop the team into a high-performance culture;
• Manage staffing, productivity, and quality;
• Monitor contribution to target figures;
• Ensure adherence to legislation;
• Manage capacity and complaints;
• Apply call structure guidelines.

Qualification & Experience

• Matric or equivalent qualification;
• Completed RE 1 and 150 FAIS credits (advantageous);
• At least 3 years of team management experience in a sales environment;
• Minimum 2 years of call centre (Outbound) experience;
• Experience in Long-term insurance and sales-oriented environments;
• Sales experience;
• Practical IR process experience is critical.

Knowledge and Skills

• First-line management practices;
• Contact centre systems and processes;
• Business processes and rules;
• Teamwork principles, including stress management and motivation;
• Performance management;
• IR principles.

Personal Attributes

• People skills as a natural coach and motivator;
• Team management ability;
• Planning and coordination skills;
• Selling skills;
• Excellent communication skills;
• Customer service orientation;
• Target-driven and goal-oriented;
• Stress resilience;
• Relationship-building skills.

Additional Qualification & Experience

• Diploma with 2-3 years of experience or Grade 12 with 4-5 years of related experience;
• Drive leads and service targets;
• Coaching, quality, and compliance;
• Reporting and communication;
• Employee management.

Personal Attributes

• Decision-making ability;
• Interpersonal savvy;
• Planning and alignment skills;
• Work direction skills.

Build a Successful Career with Us

We are committed to building strong, lasting relationships with our employees, supporting your hopes for career growth, personal development, and achievement. We strive to help our employees realize their worth.

Core Competencies

• Innovation;
• Customer focus;
• Results orientation;
• Collaboration;
• Resilience.

Turnaround Time

Application Deadline

If you meet the criteria and are interested, please submit your CV by 15 May 2025. The recruiter reserves the right to withdraw the advertisement or consider additional applications after this date.

Our Commitment to Transformation

MiWayLife is committed to diversity and transformation. Our employment equity plan and targets will inform the recruitment process, aiming to create an inclusive workforce reflective of societal demographics, including people with disabilities.