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 in Durban. The 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 of outbound agents and set daily production targets, focusing on quality and quantity
• Train agents theoretically and practically on the job, and run performance reviews and team meetings
• Identify each agent's goals and motivators, and build and sustain productive teams
• Follow quality and compliance processes to minimise business risk, and ensure adherence to FAIS and FSCA requirements
• Build strong client relationships, identify cross-sell opportunities and adapt to changing operational needs
• Keep up with industry trends through self-learning and maintain optimal operational efficiency

Required profile

• Matric; 2 years' experience in a middle management role (inbound or outbound)
• Proven success marketing life assurance products, and experience in financial advice and intermediary services
• Proficiency in English (essential); bi-lingualism is an advantage
• Clear credit and criminal record
• Advantageous: regulatory exam and NQF 5 FAIS credits, and a diploma or degree in Business, Marketing or a related field

Required skills

• Good communication, sales management and administration skills
• Performance management and coaching
• Problem solving
• Computer literacy, especially MS Office and Excel (essential)