Call Centre Manager at FNB South Africa

Job Description

• To manage activities ensuring levels are maintained, training is provided and that company standards are met
• Planning, organisation and control of staff
• The Sales Contact Centre Manager is responsible for leading and managing a high‑volume insurance sales contact centre to achieve new business and cross‑sell targets. The role ensures performance, regulatory compliance, operational efficiency, and a consistently high standard of customer experience while developing a high‑performing sales team.

Key Responsibilities

Sales Performance & Revenue Growth

• Own and deliver monthly, quarterly, and annual sales targets across all Long-Term insurance products
• Drive new business acquisition
• Analyze sales trends, conversion ratios, and pipeline data to optimize performance
• Implement and refine sales strategies, scripts, and campaigns

Contact Centre Operations

• Manage day‑to‑day operations of the insurance sales contact centre
• Ensure optimal staffing, scheduling, and workforce productivity
• Monitor key operational metrics relevant to a sales contact centre
• Implement process improvements to increase efficiency and cost control

People Leadership & Development

• Lead, inspire, and manage Team Leaders and Sales Consultants
• Monitor performance management and coaching structures
• Identify high‑potential talent and create development and succession plans
• Manage disciplinary processes and absenteeism where required

Quality Assurance & Customer Experience

• Ensure consistent adherence to sales quality standards and scripts
• Partner with QA teams to monitor call quality and complaint trends
• Drive a customer‑centric culture balancing sales performance with fair outcomes
• Handle escalated customer complaints and complex cases

Compliance & Risk Management

• Ensure full compliance with insurance legislation, industry codes, and internal policies
• Maintain strong oversight of Treating Customers Fairly (TCF) principles
• Ensure all sales processes meet FAIS, FICA, and data protection requirements

Reporting & Stakeholder Management

• Compile and present performance reports and MI to senior management
• Track and report on sales, quality, compliance, and people metrics
• Collaborate with internal stakeholders

You will be an ideal candidate if you have:

• Bachelor’s Degree or Diploma in Business, Sales, Marketing, Management, Finance, or related field
• Regulatory Insurance Qualification as required by local legislation (e.g. FAIS‑recognized qualification in South Africa)
• RE5 / Fit and Proper certification (or equivalent for the relevant market)

Required Experience

• 3–5 years in a contact centre management role, experience in Insurance Sales advantageous
• Proven track record of delivering and exceeding sales targets
• Experience managing large sales teams (40+ agents through team leaders preferred)
• Strong exposure to outbound and/or inbound sales models
• Demonstrated experience in compliance‑driven sales environments

Technical & Professional Skills

• Advanced knowledge of contact centre KPIs and sales analytics
• Proficiency in CRM systems, diallers, and workforce management tools
• Excellent reporting and data interpretation skills

Leadership & Behavioral Competencies

• Results‑driven with a strong commercial mindset
• Inspirational people leader with strong coaching skills
• High attention to detail and compliance orientation
• Resilient under pressure in a fast‑paced environment
• Strong communication, negotiation, and stakeholder‑management skills
• Ethical, customer‑focused decision maker

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.
• Detail-oriented
• Proactive and accountable
• Calm under pressure 
• Collaborative mindset
• Flexible and adaptable in a dynamic work environment

End Date: May 25, 2026