Sales Team Leader Cape Town

Lead and manage a team of Call Centre Sales Agents to achieve exceptional results.

Min 2 years contact Centre Team Leader experience

BPO experience a strong preference

Able to support day and/or night shifts on site in Cape Town CBD

Strong contact Centre operations know how

Effective people management skills

Able to manage to strict SLA requirements

Salary based on industry norms

Contact *****@*****.co.za

Key Responsibilities:
Manage a team of inbound or outbound sales agents selling life and legacy, funeral, or short-term insurance products.
Drive the achievement of daily, weekly, and monthly sales targets (e.g., conversions, policy activations, premium targets).
Monitor real-time performance metrics including talk time, adherence, QA scores, and sales compliance.
Conduct regular coaching sessions, call listening, and performance feedback to improve agent capability.
Ensure 100% compliance with regulatory frameworks during all sales processes.
Collaborate with QA, Training, and Compliance departments to ensure quality and policy alignment.
Handle escalations from agents and clients, ensuring a professional and compliant resolution.
Maintain accurate records of team performance and prepare reports for management and client reviews.
Assist in recruitment, onboarding, and mentoring of new sales agents.
Drive motivation, engagement, and recognition initiatives within the team.

The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and Determine training needs for staff.
• Communicate job expectations to Agents
• Harness agents potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets.
• Monitor attendance, punctuality and leave of personnel
• Keep to date and abreast of industry trends industry trends
• Manage requests/escalations between different business units to solidify resolution outcomes
• Report on a regular basis on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

• Requirements
• Completed Matric
• A minimum of 3 years outbound management experience

• Competencies
• Strong ability to manage a sales team
• Strong ability to empathise with customer
• Strong problem-solving skills
• Ability to resolve escalated customer issues
• Drive Sales
• Ability to multi-task

The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and Determine training needs for staff.
• Communicate job expectations to Agents
• Harness agents potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets.
• Monitor attendance, punctuality and leave of personnel
• Keep to date and abreast of industry trends industry trends
• Manage requests/escalations between different business units to solidify resolution outcomes
• Report on a regular basis on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

• Requirements
• Completed Matric
• A minimum of 3 years outbound management experience

• Competencies
• Strong ability to manage a sales team
• Strong ability to empathise with customer
• Strong problem-solving skills
• Ability to resolve escalated customer issues
• Drive Sales
• Ability to multi-task