Call Centre Team Leader (Outbound Sales)

About the role

Icebolethu Group, South Africa's second largest funeral assurance group, is looking for a Team Leader to build and manage a team of 20 or more outbound agents who will procure new business for the group. The incumbent is accountable for achieving results through others while serving under this title.

Key responsibilities

• Manage the activity of outbound agents and set daily production targets, focusing on quality and quantity
• Train agents theoretically and practically on the job
• Monitor agent progress, ensure production targets are met and hold performance reviews and team meetings
• Identify each agent's goals and motivators and build productive teams
• Follow quality and compliance processes to minimise business risk, and adhere to FAIS and FSCA requirements
• Build strong client relationships and identify cross-sell opportunities
• Keep up with industry trends, adapt to changing operational needs and maintain efficient operations

Required profile

• Matric
• 2 years' experience in a middle management role (inbound or outbound)
• Proven success marketing life assurance products, financial advice and intermediary services
• Proficiency in English (essential); bilingualism is an advantage
• Computer literacy, especially MS Office and Excel (essential)
• Advantageous: regulatory exam and NQF 5 FAIS credits, financial service experience, clear credit and criminal record

Required skills

• Sales management and performance management
• Coaching and administration
• Good communication and problem-solving skills