Sales & Client Services Team Lead

Our client, a global cyclist insurer that provides leading specialist cyclist insurance to partners around the world is currently expanding their team due to growth.
This is a dynamic fast-growing South-African company. They are seeking a self-motivated, highly driven and experienced Team Leader to lead a team of 5 client services consultants.
Must have an **interest in cycling or be serious about wellness** as this is their target market and products that they work with.
The main objective of the role is to support the Head of Client Services with daily and operational responsibilities relating to call centre performance. With a focus on sales, quality, risk and training, the role will play a key role in the day-to-day running of the client services team. The role requires a hands-on, proactive individual that has a passion for sales, customer service and performance management.
**Main duties**:
**Sales Performance**:
- Directly supervising the daily performance of the sales team focusing on agent productivity, agent conversion rate and overall brand performance
- On-floor support focusing on call scripts, objection handling and technical system support
- Responsible for daily + weekly call centre initiatives and incentives
- Active management of the various sales areas, including lead conversions, cross-selling, upselling, and retention.
**Quality Assurance**:
- Monitoring sales team quality assurance, ensuring all communication with customers are aligned with regulations and industry best practice
- Addressing QA failures immediately by notifying team members and setting up corrective measures to minimize future risk of further failures
- Proactively listening to sales and customer service calls to ensure the existing QA programme is relevant and up to date
**Complaints &
SLA Monitoring**:
- Capturing informal and formal complaints from customers on the complaints log, and addressing all complaints within the required SLA timeframes
**Training &
Development**:
- Responsible for daily on-floor training, making small incremental improvements translating to better lead conversion and sales performance
- Implementing a training plan across sales and customer service functions covering compliance, regulatory and insurance product areas
- Responsible for new agent onboarding and training
**Key skills required**:
- Must be able to operate in a deadline-driven environment
- Be able to manage the performance and efficiency of sales agents
- Action and solutions-oriented approach to issues and improvement areas
- Strong customer service focus
- Sound knowledge of sales administration procedures, best practices, and sales
Metric reporting
- Use call centre or service industry experience to set a standard across all sales and processes
**Qualfications and experience**:
- Matric plus a minimum of 5 years of team management experience in a call centre, service or project management industry.
- Strong reporting skills using Excel or any other reporting software is required
- Experience with a CRM system is beneficial
- Insurance qualification (diploma/degree) and/or experience is beneficial
Hours of work:
9h00 - 18h00 (Monday - Friday)
Package:
Basic plus commission if the team meets their targets
**Salary**:
R20,000.00 - R30,000.00 per month
Ability to commute/relocate:
- Woodstock, Western Cape:
Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Have you worked as a Team Leader before?
- Are you a cyclist?
**Education**:
- High School (matric) (required)
**Experience**:
- call centre:
5 years (required)