Sales Team Leader

Callforce; Cape Town; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Callforce is looking to strengthen its sales leadership team in a fast-paced contact centre environment. You will manage a team of inbound/outbound agents selling life, legacy, funeral, or short-term insurance, driving targets, coaching, and ensuring regulatory compliance.

The role emphasizes coaching, performance feedback, recruitment support, and collaboration with QA/Training to maintain high quality standards and client satisfaction.

Qualifications

• Experience coaching and developing sales teams in a contact centre or similar environment.
• Strong understanding of sales processes, targets, and compliance in financial products.
• Ability to recruit, onboard and mentor new agents and drive engagement across the team.

Responsibilities

• Manage a team of inbound or outbound sales agents selling life and legacy, funeral, or short-term insurance products.
• Drive daily, weekly, and monthly sales targets including conversions and activations.
• Monitor real-time metrics like talk time, adherence, QA scores, and sales compliance.
• Conduct coaching sessions, call listening, and performance feedback to improve capability.
• Ensure 100% regulatory compliance throughout all sales processes.
• Collaborate with QA, Training, and Compliance to maintain quality and policy alignment.
• Handle escalations from agents and clients with professional resolutions.
• Maintain records of team performance and prepare reports for management and clients.
• Assist in recruitment, onboarding, and mentoring of new sales agents.
• Drive motivation, engagement, and recognition initiatives within the team.

Skills

Coaching

Customer Service

Delegation

Hiring

Leadership

Organizational Tasks

People Development

Researching

Targets

Sales

Solving Problems

Job description

Creating purposeful careers as we build the future of contact centre solutions

Key Responsibilities

• Manage a team of inbound or outbound sales agents selling life and legacy, funeral, or short-term insurance products.
• Drive the achievement of daily, weekly, and monthly sales targets (e.g., conversions, policy activations, premium targets).
• Monitor real-time performance metrics including talk time, adherence, QA scores, and sales compliance.
• Conduct regular coaching sessions, call listening, and performance feedback to improve agent capability.
• Ensure 100% compliance with regulatory frameworks during all sales processes.
• Collaborate with QA, Training, and Compliance departments to ensure quality and policy alignment.
• Handle escalations from agents and clients, ensuring a professional and compliant resolution.
• Maintain accurate records of team performance and prepare reports for management and client reviews.
• Assist in recruitment, onboarding, and mentoring of new sales agents.
• Drive motivation, engagement, and recognition initiatives within the team.

Skills

• Coaching
• Customer Service
• Delegation
• Hiring
• Leadership
• Organizational Tasks
• People Development
• Researching
• Targets
• Sales
• Solving Problems