Sales Call Centre Supervisor (Lumkani)-JHB at Hollard Insurance

Role Description:

• The Sales Call Centre Supervisor plays a key role to lead , manage the sales call centre team, this includes coaching , training , tracking and evaluating the CC sales team performance to meet expected outcomes , the CC sales supervisor will manage all CC ops processes and ensure compliance with his/her team,The role is founded on the three pillars of effective team leadership: Manage, Develop, and Lead

Key Responsibilities:

Your duties and responsibilities as the Lumkani Sales Call Centre Supervisor will include:

Sales and Operations:

• Lead Management: Drive sales from social media leads, rejoin leads from lapsed customers, and new customers with the fire device who have not signed up for fire cover, plan and coordinate all other lead generation channels while ensuring the desired conversion achievement from the team.
• Management of the lead pipeline: ensure efficiency management of the sales leads pipeline and achieve the expected sales efficiencies through effective team leadership.
• Sales Conversion: Convert applications to sales from current customers on the application stage.
• Sales Performance: Consistent sales production performance is an integral part of this role. The CC sales team must meet or exceed all sales targets (minimum 60 applications a month and minimum 37 sales monthly).
• Team Sales target setting and achievement : Communicate and lead set  daily, weekly and monthly applications and sales target to the CC sales team and achieve set outcomes through effective team leadership.
• Process Execution: Manage and execute all Operations, Marketing, and Sales work procedures. This includes achieving Lumkani sales, operations, and marketing goals.
• Daily Management: Monitor productivity and drive KPIs on a daily basis in collaboration with line manager
• Capacity & Reporting: Responsible for People/Capacity/Daily reporting management

Required Knowledge and Experience    

• 2 years of relevant administrative experience
• Industry exposure: Financial services/ Fintech
• Computer literacy; MS Office/Google Workspace (Excel/Word); Numerically confident
• Experience with CRM systems and planning tools (Trello/Asana)
• Strong communication, time management, and problem-solving skills
• Very good attention to detail
• Ability to work under pressure and adapt to change

Team Leadership:

• Supervision: Supervise, manage, and lead call centre sales team
• Performance Management :Conduct weekly coaching session with individual CC sales team members
• Quality Management: Plan and conduct teams daily and weekly calls quality assessments and take corrective action through couching, training
• Team Development: Focus on attendance, sales numbers, and customer relationships within the team

Training and Upskilling:

• Team and Agents Development :In coordination with the training department , analyse and assess training needs then upskill agents, such as training them on "rejection comebacks" using scripts and vernacular to re-engage clients and bring them back into the sales flow.
• Process Ownership: Implement process development information, CC KPI tracker , Sales Scorecard and Sales daily calls assessments  from  Operations manager/ HOS, ensure its execution and escalate any deviations
• New CC Sales Agent onboarding :Coordinate and resources with the Learning and development specialist and report any deviations to the HR Manager and Sales Management team.

Educational Requirements    

• Matric
• Diploma or higher education in Sales /Business  Management or any relevant Qualification.

Deadline:12th May,2026