Term Warranty Sales Team Leader

About the position

The purpose of the Sales Team Leader is to manage and oversee the Sales Team, which is responsible for generating sales opportunities while maintaining professionalism, responsiveness, and courteous conduct with all stakeholders.

Success in this role involves:

• Sharing knowledge and experience to develop the team's expertise.
• Identifying opportunities to grow the customer base.
• Managing daily operations and improving the team's skills to consistently meet or exceed sales standards.

Required Qualifications

• Minimum NQF Level 4: Grade 12 or a Tertiary Qualification
• Regulatory Examination Certificate 5 (RE5)
• Full Qualification in Long-Term Insurance (FAIS)
• Compliance with FAIS Fit & Proper criteria including minimum experience, competency requirements, and CPD.

Experience and Skills Required

• Minimum 3 years of experience as a Team Leader in a Call Centre environment, managing a sales team (non-negotiable)
• At least 1 year managing Term Warranty or Service Plan sales (non-negotiable)
• In-depth knowledge of insurance and warranty products and applicable regulations
• Proven track record in selling Term Warranty and Service Plan products
• Strong ability to drive premium collection rates
• Experience with high-performance work environments and compliance
• High attention to detail and ability to analyse large volumes of data
• Strong coaching and performance management capabilities
• Ability to motivate, support, and lead a team effectively
• High resilience, adaptability, and results-driven mindset
• Experience working in start-up or pilot campaign environments is an advantage

Key Responsibilities

• Offer quotations for short-term insurance and other company offerings
• Manage the quotation and sales process with professionalism and diligence
• Adhere to internal call centre rules and policies
• Oversee lead optimization from various channels (referrals, cross-sell, etc.)
• Identify development needs through reporting and call listening
• Train staff to effectively handle and overcome objections
• Manage team discipline (talk time, login/logout, breaks)
• Improve lead-to-quote and quote-to-sale ratios
• Minimize errors and ensure script adherence on transferred leads
• Support skills development and coach team members as needed
• Foster a culture of continuous improvement
• Run team incentives regularly and promote teamwork
• Collaborate with support teams to drive performance improvements

Non-Technical Skills

• Strong administrative and time management skills
• Excellent verbal and written communication
• Proficient in computer use and data analysis
• Detail-oriented with strong problem-solving and conflict resolution skills
• Effective under pressure and adaptable to change
• Resilient, customer-centric, and highly motivated
• Strong interpersonal and influencing skills
• Organized, accurate, and self-motivated
• Ethical, honest, and deadline-driven

Place of work