Call Centre Team Leader

About the role

Icebolethu Group is seeking a Call Centre Team Leader to head a team of 25+ outbound agents. The role focuses on driving new business acquisition for the funeral assurance sector while ensuring compliance and high service standards.

Key responsibilities

• Drive team performance to meet daily, weekly and monthly sales targets.
• Monitor agent productivity and key performance indicators.
• Develop and implement performance improvement plans.
• Analyse sales and operational reports to identify trends and opportunities.
• Lead, coach, mentor and motivate team members.
• Conduct regular one‑on‑one coaching sessions and performance reviews.
• Facilitate team meetings and communicate business objectives.
• Identify talent, support succession planning and conduct training.
• Monitor call quality and ensure adherence to standards.
• Ensure compliance with FAIS, FSCA, POPIA and company policies.
• Build relationships with clients and internal stakeholders.
• Identify cross‑sell and up‑sell opportunities and resolve escalated queries.

Required profile

• Grade 12 (Matric) with a Diploma or Degree in Business Management, Sales, Marketing or related field.
• Minimum 2 years’ experience in a Team Leader or middle‑management role within an inbound or outbound call centre.
• Proven track record of achieving and exceeding sales targets.
• Strong leadership, communication and people‑management skills.
• Customer‑centric approach with high accountability and integrity.
• Resilience, adaptability and attention to detail.

Required skills

• Advanced Microsoft Office skills, especially Excel.
• Experience with CRM and call‑centre management systems.
• Strong reporting and analytical abilities.