Call Centre Team Leader (x3)

About the role

Icebolethu Group, South Africa's second largest funeral assurance group, is looking for three Call Centre Team Leaders. Each role builds and manages 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.

Key responsibilities

• Manage the activity and daily production of outbound agents, focusing on quality and quantity
• Train agents theoretically and practically on the job
• Ensure teams meet production targets and monitor agent progress
• Hold performance reviews and team meetings, identify agents' goals and motivators
• Build and sustain productive teams, and inspire, guide and motivate them
• Follow quality and compliance processes to minimise business risk, and adhere to FAIS and FSCA requirements
• Identify cross-sell opportunities and strengthen client relationships
• Keep up with industry trends and adapt to changing operational needs

Required profile

• Matric
• 2 years' experience in a middle management role (inbound/outbound)
• Proficiency in English; bilingualism is an advantage
• Diploma or degree in Business, Marketing or a related field
• Proven success marketing life assurance and financial advice and intermediary services
• Clear credit and criminal record

Required skills

• Computer literacy, especially MS Office and Excel
• Regulatory exam and NQF 5 FAIS credits are advantageous
• Sales management, coaching, performance management and problem solving