Telesales Team Leader

Isilumko Staffing; Johannesburg; On-site; ZAR 420,000 - 520,000; Full time

Job summary

Isilumko Staffing is seeking a results-driven Team Leader to guide a telesales team selling funeral cover and life insurance products within a banking environment in Johannesburg. You will coach, monitor performance, ensure compliance, and deliver exceptional customer service while meeting sales targets.

The role requires 3+ years in a Team Leader position in telesales or financial services, with an NQF Level 7 qualification.

Qualifications

• Matric (Grade 12) is required.
• NQF Level 7 qualification in Business Management, Marketing, Communications, Sales, Insurance, Financial Services, or a related field.
• Minimum of 3 years' experience as a Team Leader in telesales, contact centre, insurance, banking, or financial services.

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 performance reviews.
• Manage attendance, scheduling, and workforce planning.
• Ensure compliance with banking, insurance, and regulatory requirements.
• Assist agents with complex queries and escalations.
• Analyze reports to identify trends and opportunities.
• Drive a 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 a positive, professional, and collaborative working environment.

Skills

Team leadership

Coaching

Sales management

CRM proficiency

Communication

Regulatory compliance

Data analysis

Performance management

Attitude & resilience

Organization & planning

Education

Matric (Grade 12)

NQF Level 7 in Business/Marketing/Insurance or related field

Tools

CRM systems

MS Office

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.

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.