Team Leader

At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of
Bright
,
Agile
and
True
, we take pride in who we are, we're inspired by why we're here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.

ROLE SUMMARY

The Team Leader is required to oversee the Insurance and Direct Sales team. The incumbent will manage the day-to-day operations and take responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle.

The incumbent will be responsible for managing a team of agents' delivery on targets and identifying areas of improvement within the daily operations to improve efficiencies. They will coordinate all the sales strategies and operations, improving systems and processes. In addition, the incumbent will be accountable for the overall performance of the Insurance Sales Department. Furthermore, they must ensure ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.

The Team Leader will also be required to implement the direct sales strategy to maximize penetration and retention through the direct promotion and sale of vehicle finance, insurance and value-added products including the new / used vehicles online.

If you're ready to belong to an "open mindset" work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you'll shine

QUALIFICATIONS

• Minimum:
• Grade 12 or equivalent NQF level 4
• RE5 certificate
• FAIS qualifications and credits
• CPD points and certificates for previous cycle
• NCA Accredited
• Preferred:
  Customer Service or Call Centre Qualification
• Class of business in personal lines Certificate
• Advantageous:
  Qualification in Finance or related field
• Class of business in commercial lines certificate
• Registered Active Sales Representative

EXPERIENCE

• 3 to 5 years' experience in Sales and Marketing within a Manufacturer sales / Financial services / Fleet Management / Banking / Insurance environment.
• 12 months experience in short term personal lines sales
• 4 years of work experience in a supervisory role
• 12 months commercial lines experience (Advantageous)
• Wholesale / Retail experience within the Automotive industry (Advantageous)

RESPONSIBILITIES

• Manage active retentions of finance and insurance products via direct customer engagement through the existing digital portals and pre-maturity call lists/Odyssey.
• Ensure to always meet all deadlines set.
• Ensure that the Quality Management recommendations are implemented.
• Ensure that sufficient staff are on duty and arrange for additional staff, as and when required.
• Test all phones and systems to ensure it works properly before and after shifts.
• Escalate any problems to Management or the IT department to resolve.
• Attending meetings when and where necessary.
• Continuously monitor that the appropriate assistance is being rendered timeously.
• Provide support to agents, product information, and problem-solving support when required.
• Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure all KPI's are adhered to.
• Solving staff and client queries.
• Summarize all complaints and send them to the Complaints Agent to provide formal feedback to the client.
• Responsible for all reporting and compliance.
• Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally.
• Analyze the nature of assistance requested or further action required.
• Explain the benefits and limits applicable.
• Immediately act upon any omissions or service failures identified during the case management.
• Manage client expectations by communicating the workflow effectively.
• Create an environment that fosters teamwork and cooperation among team members.

BENEFITS

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.

Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.

Johannesburg

Published Date: 06 November 2025

Closing Date: 20 November 2025