Team Manager: MiWayLife Parktown, Gauteng

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

Job summary

An established industry player is seeking a dynamic team leader to manage a group of sales agents in a fast-paced contact centre. This role emphasizes coaching, motivating, and achieving sales targets while ensuring compliance and quality standards. The ideal candidate will possess strong leadership skills, a background in sales, and a passion for developing others. Join a vibrant team dedicated to innovation and excellence in service delivery, where your contributions will make a significant impact on the company's success and the lives of clients. If you thrive in a challenging environment and are ready to take your career to the next level, we want to hear from you!

Qualifications

• Minimum of 3 years team management experience in a sales environment.
• Experience in a call centre environment (Outbound) is essential.
• Knowledge of first line management practices and performance management.

Responsibilities

• Manage and motivate a team of sales agents to achieve targets.
• Monitor staff productivity and compliance adherence.
• Coach and develop team members into a high-performance culture.

Skills

Team Management

Sales Experience

Coaching Skills

Communication Skills

Customer Service

Conflict Resolution

Education

Matric (Grade 12)

Diploma

RE 1 and 150 FAIS Credits

Tools

Contact Centre Systems

Job description

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Date: 8 May 2025

Location:

Johannesburg, Gauteng, ZA

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 dedicated 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.

MiWayLife’s culture is values-based and is built around the pillars of Accountability, Attitude, Energy Freedom and Professionalism. We are a family of vibrant and energetic free-thinkers, constantly looking to innovate and disrupt.

This role takes responsibility for the daily management of a team of Sales Agents in the Contact Centre. It is a first line management role that controls, manages and motivates the team of sales agents including the monitoring and attainment of sales targets, staff productivity, quality and compliance adherence, staff development, training and coaching and general staff performance management and administration.

What will make you successful in this role?

⦁ Agreed set goals with team members covering performance, quality and development areas
⦁ Apply effective motivational techniques.
⦁ Manage incentive budgets
⦁ Focus on career and skills development of team members
⦁ Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
⦁ Vesting and training of new Sales Agents in the contact centre
⦁ Briefing and readiness to deliver on projects and campaigns.
⦁ Drive the achievement of project and campaign targets.
⦁ Escalate call resolution and provision of project and campaign related answers.
⦁ Manage liaison with project and campaign management team
⦁ Manage and maintain focused and highly motivated team members.
⦁ Coach and develop team into a high-performance culture.
⦁ Manage staffing needs, productivity and quality.
⦁ Monitor contribution to target (CTT) figures.
⦁ Adherence to legislation.
⦁ Manage capacity.
⦁ Manage Complaints.
⦁ Manage application of call structure guidelines

Qualification & experience :

⦁ Matric (or equivalent qualification).
⦁ Completed RE 1 and 150 FAIS credits (advantageous).
⦁ Minimum of 3 years team management experience in a sales environment.
⦁ Minimum of at least 2 years’ experience in a call centre environment (Outbound).
⦁ Financial Services experience (Long-term insurance and within a sales-oriented environment).
⦁ Sales experience.
⦁ Practical experience of IR processes is critical to the role

Knowledge and skills :

⦁ Vast knowledge of first line management practices.
⦁ Knowledge of contact centre systems and processes.
⦁ Business Processes and Rules.
⦁ Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.
⦁ Performance management knowledge - individual and group.
⦁ Dimensions of Management.
⦁ IR

Personal attributes :

⦁ Natural coach and motivator of staff (people skills)
⦁ Ability to manage a team
⦁ Planning and co-ordination skills
⦁ Selling skills
⦁ Excellent communication skills
⦁ Customer service
⦁ Ability to achieve targets (determined and goal orientated)
⦁ Stress resilience
⦁ Relationship building skills

Qualification and Experience

Diploma with 2 to 3 years experience or Grade 12 with 4 to 5 years related experience.

Knowledge and Skills

Drive leads and service targets

Coaching, quality and compliance

Reporting and communication

Management of employees

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs work - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realize their worth.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

Due date for applications

If you meet the above criteria, and you are interested in applying for this role please submit your CV.

The closing date for applications is 15 May 2025.

Please note that the recruiter reserves the right to withdraw the advertisement prior to the closing date, or to allow for further applications to be submitted after the closing date indicated.

Turnaround times

The time taken to complete this process depends on how far you progress and the availability of managers.

Our commitment to transformation

MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.