Telesales Team Leader

Isilumko Staffing; Durban; On-site; ZAR 260,000 - 360,000; Full time

Job summary

Isilumko Staffing in Durban seeks a Team Leader for a telesales team focused on funeral cover and life insurance within a banking environment. You will drive performance, coach agents, ensure regulatory compliance, and deliver exceptional customer service while hitting targets.

The role requires leadership skills, strong communication, and experience in financial products, with a focus on coaching and performance management in a fast-paced setting.

Qualifications

• Matric (Grade 12)
• NQF Level 7 qualification in Business Management, Marketing, Communications, Sales, Insurance, Financial Services, or related field
• 3+ years of Team Leader experience in telesales/contact centre/financial services environment
• Experience in funeral cover, life insurance, or financial products is essential

Responsibilities

• Lead, coach, and develop a team of Telesales Agents to achieve sales targets
• Monitor daily sales performance, productivity, and call quality
• Provide ongoing coaching and performance feedback
• Conduct regular one-on-one meetings and team reviews
• Manage attendance, scheduling and workforce planning
• Ensure compliance with banking, insurance, and regulatory requirements
• Assist agents with complex queries and escalations
• Analyze sales reports to identify trends and improvements
• Drive high-performance culture focused on customer satisfaction and sales excellence
• Facilitate training and onboarding of new team members
• Implement strategies to improve conversion rates and team effectiveness
• Foster positive, professional working environment

Skills

Leadership

People management

Coaching

Sales management

Objection handling

Analytics

CRM

MS Office

Time management

Communication

Education

NQF Level 7 in Business Management/Marketing/Communications/Sales/Insurance/Financial Services

Tools

CRM systems

Sales reporting tools

Microsoft Office

Job description

Job Description

Job Purpose

The Team Leader is responsible for leading, motivating, and managing a team of Telesales Agents responsible for selling funeral cover and life insurance products within a banking environment. The role focuses on driving sales performance, ensuring compliance, coaching team members, and delivering exceptional customer service while achieving business objectives and sales targets.

Key Responsibilities

• Lead, coach, and develop a team of Telesales Agents to achieve individual and team sales targets.

• Monitor daily sales performance, productivity, and call quality.

• Provide ongoing coaching, mentoring, and performance feedback to team members.

• Conduct regular one-on-one meetings and team performance reviews.

• Manage attendance, scheduling, and workforce planning within the team.

• Ensure compliance with all banking, insurance, and regulatory requirements.

• Assist agents in handling complex customer queries and escalations.

• Analyze sales and operational reports to identify trends and improvement opportunities.

• Drive a high-performance culture focused on customer satisfaction and sales excellence.

• Facilitate training sessions and onboarding of new team members.

• Implement strategies to improve conversion rates and overall team effectiveness.

• Foster a positive, professional, and collaborative working environment.

Minimum Requirements

Qualifications

• Matric (Grade 12).

• NQF Level 7 qualification in Business Management, Marketing, Communications, Sales, Insurance, Financial Services, or a related field.

Experience

• Minimum of 3 years' experience in a Team Leader role within a telesales, contact centre, insurance, banking, or financial services environment.

• Proven experience managing sales teams and achieving performance targets.

• Experience in funeral cover, life insurance, or financial products is essential

Required Skills & Competencies

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Ability to coach, mentor, and develop team members effectively.

• Strong sales management and performance-driven mindset.

• Exceptional objection-handling and problem-solving skills.

• Ability to motivate teams to consistently exceed targets.

• Strong analytical and reporting skills.

• Excellent conflict resolution and decision-making abilities.

• Professional, confident, and approachable leadership style.

• Strong organizational and time-management skills.

• Proficiency in CRM systems, sales reporting tools, and Microsoft Office applications.

• High levels of integrity, accountability, and professionalism.

Key Performance Indicators (KPIs)

• Team sales target achievement.

• Conversion and policy uptake rates.

• Call quality and compliance scores.

• Team productivity and efficiency metrics.

• Customer satisfaction and service standards.

• Employee engagement and retention.

• Achievement of departmental and business objectives.

Personal Attributes

• Inspirational and results-driven leader.

• Highly motivated and resilient.

• Strong attention to detail.

• Customer-centric approach.

• Ability to work effectively under pressure.

• Positive attitude with excellent relationship-building skills.

• Strong sense of accountability and ownership.