Job Summary Key Responsibilities •Team Leadership & Motivation: Lead and inspire a high-performing team to achieve sales and service targets in a dynamic, collaborative environment. •Sales Performance: Drive daily sales and conversion rates, identifying upselling and cross-selling opportunities to maximise every customer interaction. •Performance Management: Monitor KPIs, provide coaching, and deliver constructive feedback to support continuous improvement. •Problem Solving & Process Improvement: Analyse operational data to identify gaps and implement strategies that improve team efficiency and results. •Reporting: Compile and present performance reports on team metrics, sales, case resolutions, and trends to senior leadership. •Training & Development: Identify skill gaps and deliver targeted training to enhance both customer service and sales capabilities. •Conflict Resolution: Handle customer or team issues effectively using data-driven insights, ensuring alignment with business goals. Experience & Qualifications •Minimum 3 years in a call centre environment, with at least 2 years in a leadership or supervisory role. •Proven track record of meeting or exceeding performance and sales targets. •Solid experience in insurance (short/long-term or health) is essential. •Experience working in fast-paced, high-growth environments or startups is advantageous. •Matric is required; RE5/FAIS qualification is an advantage. •Proficiency in CRM systems and Microsoft Excel.