SUMMARY:
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POSITION INFO:
Insurance Sales Team Leader
Department: Sales (Bank Insurance Campaign)
Reports To: Operations Manager
Location: Cape Town CBD
Job Purpose:
To lead and manage a high-performing team of insurance sales agents in a BPO environment, ensuring that sales targets, compliance requirements, and service levels are consistently met or exceeded. The role focuses on driving team performance, providing coaching, and ensuring strict adherence to industry regulations.
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.
Minimum Requirements:
- Clear criminal record
- Clear ITC
Education:
- Matric / Grade 12 (essential)
- FAIS accredited (RE5) – advantageous
Experience:
- 2+ years’ experience in a BPO or call center environment on an insurance sales campaign
- Knowledge of regulatory requirements
- Proven track record in exceeding sales targets through team leadership
Technical Skills:
- Strong Excel/Google Sheets skills for tracking and reporting
- Familiar with QA scorecards, scripting, and compliance frameworks
Key Competencies:
- Target-driven and results-oriented
- Strong leadership and coaching ability
- High attention to compliance and quality
- Excellent communication and conflict resolution skills
- Analytical and performance-focused mindset
- Ability to thrive in a fast-paced, KPI-driven environment
