Team Manager: MiWayLife Parktown, Gauteng

Sanlam Investments; Johannesburg; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company in the financial services sector is seeking a Team Manager for their call center in Johannesburg. The ideal candidate will have extensive team management experience in a sales environment, focusing on performance, quality, and team development. Responsibilities include overseeing onboarding, managing team morale, and driving project targets. This role requires strong leadership skills and a background in financial services.

Qualifications

• Minimum of 3 years team management experience in a sales environment.
• At least 2 years’ experience in a call centre environment (Outbound).

Responsibilities

• Set clear goals with team members focusing on performance and development.
• Oversee the onboarding and training of new Sales Agents.
• Manage staffing, productivity, and quality standards.

Skills

Team Management

Sales Experience

Conflict Resolution

Motivational Techniques

Education

Matric or equivalent qualification

RE 1 and 150 FAIS credits

Job description

Job Title: Team Manager - MiWayLife Parktown, Gauteng

Job Location: Gauteng, Johannesburg

Deadline: June 08, 2025

What will make you successful in this role?

1. Set clear goals with team members focusing on performance, quality, and development.
2. Apply effective motivational techniques to boost team morale.
3. Manage incentive budgets effectively.
4. Focus on the career and skills development of team members.
5. Resolve people-related issues such as conflicts, absenteeism, and disciplinary matters.
6. Oversee the onboarding and training of new Sales Agents in the contact centre.
7. Brief the team and ensure readiness to deliver on projects and campaigns.
8. Drive the achievement of project and campaign targets.
9. Handle escalations related to call resolution and provide campaign-related answers.
10. Coordinate with the project and campaign management teams.
11. Maintain a focused and motivated team environment.
12. Coach and develop team members to foster a high-performance culture.
13. Manage staffing, productivity, and quality standards.
14. Monitor contribution to target figures (CTT).
15. Ensure adherence to relevant legislation.
16. Manage capacity planning and resource allocation.
17. Handle and resolve customer complaints.
18. Ensure application of call structure guidelines.

Qualifications & Experience

1. Matric or equivalent qualification.
2. Completed RE 1 and 150 FAIS credits (advantageous).
3. Minimum of 3 years team management experience in a sales environment.
4. At least 2 years’ experience in a call centre environment (Outbound).
5. Experience in Financial Services, particularly in long-term insurance and sales-oriented environments.
6. Proven sales experience.
7. Practical knowledge of IR processes is critical.
8. Experience in Sales, Retail, or Business Development roles.