Team Leader

Team Leader - Funeral Plans & Life Cover

LOCATION: KwaZulu Natal

EMPLOYMENT TYPE: Temp

RATE: Market related

Job Summary

An exciting opportunity exists for an experienced and results-driven Team Leader to join a high-performing telesales operation in KwaZulu Natal specializing in Funeral Plans and Life Cover products. The successful candidate will lead, coach, and develop a team of Telesales Agents while driving consistent achievement of sales targets and maintaining full regulatory compliance. This role is ideally suited to a proven insurance sales leader with a demonstrable track record in funeral and life insurance telesales environments and a genuine passion for people development.

Key Responsibilities

• Lead, motivate, and manage a team of Telesales Agents responsible for selling Funeral Plans and Life Cover products, fostering a high-performance, target-driven team culture.
• Drive achievement of individual and team sales targets while maintaining high standards of service quality, compliance, and customer care.
• Monitor daily sales performance, productivity, and conversion metrics, implementing timely corrective actions and performance improvement strategies where required.
• Conduct regular one-on-one coaching, mentoring, and structured performance management sessions to enhance agent capability and effectiveness.
• Facilitate ongoing sales training, product knowledge sessions, role-plays, and objection-handling workshops to keep the team sharp and competitive.
• Monitor call quality and ensure full adherence to insurance industry compliance requirements, FAIS regulations, and internal company standards.
• Analyze sales trends and performance data, identify improvement opportunities, and implement targeted strategies to optimize team output.
• Support the recruitment, onboarding, and training of new team members to ensure a smooth integration into the sales environment.
• Manage disciplinary processes, employee relations matters, and performance improvement plans in line with company policy and labor legislation.
• Prepare and submit accurate sales, performance, and operational reports to management, and serve as the first point of escalation for customer and agent-related concerns.

Requirements

• NQF Level 7 qualification (Diploma, Bachelor’s Degree, or equivalent) is essential.
• Minimum 3 years’ experience in a Team Leader or supervisory role within a call centre or contact centre sales environment.
• Proven, non-negotiable experience leading teams that sell Funeral Policies and/or Life Cover products.
• Minimum 5 years’ total experience in telesales, insurance sales, or contact centre sales environments.
• Demonstrated track record of consistently achieving and exceeding sales and performance targets through effective team leadership.
• Solid understanding of funeral insurance and life insurance product structures, benefits, and regulatory requirements.
• Experience in coaching, mentoring, and developing sales agents to reach peak individual and collective performance.
• Strong knowledge of sales methodologies including needs analysis, objection handling, and closing techniques.
• Sound working knowledge of compliance and legislative requirements within the South African insurance industry.
• Computer literate with proficiency in CRM systems and the Microsoft Office suite; strong analytical and reporting capabilities.

Key Competencies

• Inspirational leadership
• Results-driven mindset
• Coaching and development
• Performance management
• Sales management acumen
• Strategic thinking
• Customer centricity
• Accountability and ownership
• Resilience under pressure
• Planning and organizing
• staffing - activate - industrial