Job Description

Job Purpose

The Team Leader is responsible for leading, motivating, and managing a team of Telesales Agents responsible for selling funeral cover and life insurance products within a banking environment. The role focuses on driving sales performance, ensuring compliance, coaching team members, and delivering exceptional customer service while achieving business objectives and sales targets.

Key Responsibilities

• Lead, coach, and develop a team of Telesales Agents to achieve individual and team sales targets.

• Monitor daily sales performance, productivity, and call quality.

• Provide ongoing coaching, mentoring, and performance feedback to team members.

• Conduct regular one-on-one meetings and team performance reviews.

• Manage attendance, scheduling, and workforce planning within the team.

• Ensure compliance with all banking, insurance, and regulatory requirements.

• Assist agents in handling complex customer queries and escalations.

• Analyze sales and operational reports to identify trends and improvement opportunities.

• Drive a high-performance culture focused on customer satisfaction and sales excellence.

• Facilitate training sessions and onboarding of new team members.

• Implement strategies to improve conversion rates and overall team effectiveness.

• Foster a positive, professional, and collaborative working environment.

Minimum Requirements

Qualifications

• Matric (Grade 12).

• NQF Level 7 qualification in Business Management, Marketing, Communications, Sales, Insurance, Financial Services, or a related field.

Experience

• Minimum of 3 years' experience in a Team Leader role within a telesales, contact centre, insurance, banking, or financial services environment.

• Proven experience managing sales teams and achieving performance targets.

• Experience in funeral cover, life insurance, or financial products is essential

Required Skills & Competencies

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Ability to coach, mentor, and develop team members effectively.

• Strong sales management and performance-driven mindset.

• Exceptional objection-handling and problem-solving skills.

• Ability to motivate teams to consistently exceed targets.

• Strong analytical and reporting skills.

• Excellent conflict resolution and decision-making abilities.

• Professional, confident, and approachable leadership style.

• Strong organizational and time-management skills.

• Proficiency in CRM systems, sales reporting tools, and Microsoft Office applications.

• High levels of integrity, accountability, and professionalism.

Key Performance Indicators (KPIs)

• Team sales target achievement.

• Conversion and policy uptake rates.

• Call quality and compliance scores.

• Team productivity and efficiency metrics.

• Customer satisfaction and service standards.

• Employee engagement and retention.

• Achievement of departmental and business objectives.

Personal Attributes

• Inspirational and results-driven leader.

• Highly motivated and resilient.

• Strong attention to detail.

• Customer-centric approach.

• Ability to work effectively under pressure.

• Positive attitude with excellent relationship-building skills.

• Strong sense of accountability and ownership.