Motor Trade Call Centre Team Leader

2 weeks ago

Pretoria, Gauteng, South Africa Flexi Mobility Full time R400 000 - R800 000 per year

Purpose of the Role

The Team Leader is responsible for managing, motivating, and developing a team of sales

consultants within a high-performance call centre environment within the motor trade. The

role focuses on driving lead conversion, achieving monthly sales targets, maintaining

exceptional customer experience, and ensuring operational compliance—particularly within

the motor trade sector.

Key Responsibilities

Team Lead Management & Leadership.

Lead, mentor, and motivate a team of sales agents to achieve and exceed individual and

team targets.

Conduct daily team huddles, performance reviews, and one-on-one lead management.

Monitor adherence to scripts, call quality, and compliance standards.

Foster a positive, energetic, and target-driven environment that aligns with company values.

  1. Sales Performance & Conversion

Oversee the end-to-end sales process from lead allocation to deal closure, and reporting

thereof.

Track daily, weekly, and monthly KPIs (calls, conversions, deal volumes, etc.).

Track lead quality.

Identify and implement strategies to improve conversion rates and customer retention.

Provide feedback and training to underperforming agents.

  1. Reporting & Analysis

Prepare daily/weekly sales reports and performance dashboards for management.

Analyse data to identify trends, challenges, and improvement opportunities.

Maintain accurate call logs, CRM system updates, and performance documentation.

  1. Quality Assurance & Compliance

Ensure compliance with company policies, POPIA and CPA, regulations.

Manage escalated customer queries or complaints in a professional manner.

Collaborate with sales administration and dealer network to ensure smooth deal flow and

documentation accuracy.

  1. Training &Development

Assist in onboarding and training new call centre staff.

Conduct refresher sessions on product knowledge, sales techniques, and objection

handling.

Keep the team informed on promotions, campaigns, and changes in product offerings.

  1. Qualifications & Experience

Minimum 3 years' experience in a Team Leader or Supervisor role within a Sales Call Centre

environment.

Motor trade experience is essential, preferably in finance, leasing, or dealership-based

sales.

Proven track record of achieving team targets and driving high conversion rates.

Strong understanding of CRM systems, sales funnels, and lead management processes.

Knowledge of motor industry compliance (F&I, CPA, POPIA) advantageous.

  1. Skills & Competencies

Excellent leadership and motivational skills.

Strong communication and interpersonal ability.

Analytical mindset with strong reporting skills (Excel, CRM dashboards).

Problem-solving and decision-making ability under pressure.

Customer-focused with excellent telephone etiquette.

Organised, disciplined, and performance-driven.

Key Performance Indicators (KPIs)

Team conversion rate (% of leads converted to deals)

Monthly and quarterly sales target achievement

Quality assurance score (call audits and compliance checks)

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