Team Manager – Contact Centre Sales

SUMMARY:

About the Company

About the Role

POSITION INFO:

Key Responsibilities

• Set and manage clear performance, quality, and development goals for team members.
• Motivate and coach the team to achieve and exceed sales targets.
• Manage incentive programs and budgets.
• Oversee onboarding and training for new consultants.
• Support staff career growth and skills development.
• Handle people-related issues including absenteeism, performance management, and disciplinary processes.
• Monitor productivity, quality, and compliance adherence.
• Manage capacity, complaints, and call structure adherence.
• Collaborate with project and campaign management teams to ensure readiness and target achievement.
• Build and maintain a motivated, results-driven sales team.

Requirements

• Matric (or equivalent qualification).
• Minimum 3 years’ experience in team management within a sales environment.
• At least 2 years’ experience in an outbound call centre.
• Background in financial services or insurance will be advantageous.
• Sound understanding of IR processes.

Knowledge and Skills

• Strong grasp of first-line management practices.
• Familiarity with contact centre systems, procedures, and performance management tools.
• Knowledge of business processes, teamwork principles, and staff motivation techniques.
• Ability to handle pressure and manage diverse teams effectively.

Competencies

• Resilience and results orientation.
• Excellent communication and interpersonal skills.
• Strong planning and organizational ability.
• Collaborative leadership style with a focus on coaching and development.
• Commitment to continuous improvement and operational excellence.