Call Centre Team Leader – Midrand

About the role

The Call Centre Team Leader will manage and motivate a team of agents in Midrand, ensuring an excellent client experience while meeting sales targets. This role combines operational oversight with coaching to drive performance in a regulated financial services environment.

Key responsibilities

• Develop and implement plans to achieve sales targets in line with client‑centric practices.
• Ensure compliance with operational processes, policies and legislative requirements.
• Motivate the team, set targets and monitor daily activities and escalations.
• Collaborate with Quality Assurance and Performance Coaches to improve productivity, compliance and call quality.
• Analyse performance data, identify trends and report on team productivity.
• Maintain accurate records and manage staffing and scheduling to guarantee coverage at optimal cost.
• Address non‑performance and recommend operational efficiencies.
• Drive client service delivery to ensure appropriate advice and after‑sales support.

Required profile

• Matric (Grade 12) certificate.
• NQF Level 5 qualification approved by FSCA or equivalent.
• Diploma in Business Management or equivalent.
• Regulatory Exam 5 certification.
• Minimum 2 years of managerial experience leading a sales team in financial advice.
• Experience in outbound and cold‑calling sales environment (desirable).

Required skills