Key Responsibilities

• Drive the quotation and sales process with skill, diligence, and integrity
• Adhere to internal operational protocols as set by management
• Oversee lead optimization efforts across the organization
• Analyze reports and listen to calls to assess team performance and training needs
• Coach team members to effectively manage objections during the sales process
• Enforce team discipline: monitor talk time, log-in/log-out times, and break adherence
• Improve lead quality by minimizing errors and ensuring script compliance
• Assist in training and coaching initiatives for team development
• Share insights and best practices to improve team efficiency
• Initiate and run incentive programs to drive performance
• Foster a strong sense of teamwork and positive team culture
• Collaborate with the sales support team to enhance performance outcomes

Experience and Skills Required

• Minimum of three years' experience in a Call Centre Sales environment with a proven track record of success
• Experience in outbound telesales with demonstrated sales achievement
• Solid understanding of short-term insurance products and services
• Experience in high-performance, compliance-driven environments
• Ability to analyse and interpret data with strong attention to detail
• Supervisory experience in a call centre environment for six months or more

Qualifications

• Minimum NQF Level 4: Grade 12 or a tertiary qualification (preferred)
• Regulatory Examination (RE5) advantageous
• Full Qualification in Short-Term Insurance advantageous
• Compliance with FAIS Fit and Proper criteria (minimum experience and competency requirements)

Non-Technical Skills

• Strong administrative and time management skills
• Excellent verbal and written communication
• Computer literacy
• Analytical and problem-solving capabilities
• Conflict resolution and project management skills
• Adaptability and resilience in dynamic environments
• Customer-centric approach
• Confidence, drive, and motivation
• Persuasive and influential personality
• Strong interpersonal skills
• High levels of accuracy and attention to detail
• Self-motivated with a strong work ethic
• Willingness to learn and grow in the role