Team Lead: Call Centre

SUMMARY:
Smollan Client Solutions is looking for an experienced Call Centre Team Leader.

POSITION INFO:

At Smollan, We’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.

Job Summary:

Smollan Financial Services is looking for an experienced Customer Sales and Service Lead to lead a team within the Customer Sales and Service Call Centre. The successful candidate will be responsible for driving sales performance, ensuring excellent customer service, managing escalated customer issues, developing team members, and ensuring compliance with relevant financial services regulations.

Key Responsibilities and Deliverables:

Sales Leadership & Revenue Growth

• Drive sales performance to meet and exceed targets.

• Develop and implement sales strategies to maximise revenue.

• Identify new business opportunities and expand the customer base.

• Collaborate with marketing teams to execute sales campaigns.

Customer Service Excellence

• Ensure high-quality customer service delivery and customer satisfaction.

• Handle escalated customer queries and complaints professionally.

• Train and guide the team to enhance customer interactions.

• Monitor customer feedback and implement service improvements.

• Manage client relationships and maintain engagement with key stakeholders to strengthen partnerships and service delivery.

Team Leadership & Development

• Lead, mentor, and motivate the sales and service team.

• Set clear performance expectations and provide ongoing coaching.

• Conduct regular team meetings and training sessions.

• Foster a culture of accountability and high performance.

Compliance & Risk Management

• Ensure all sales and service processes comply with relevant industry regulations.

• Monitor and report compliance-related risks.

• Maintain accurate records of sales transactions and customer interactions.

Reporting & Performance Tracking

• Track key performance indicators (KPIs) related to sales and customer service.

• Prepare reports on sales performance, customer trends, and service issues.

• Use data analytics to drive decision-making and continuous improvement. 

Minimum Qualifications:

• National Matric Certificate (Grade 12/NQF Level 4).

• Relevant Regulatory Examination (RE) qualification or currently in progress.

• A Diploma or Degree in Business, Sales, Marketing, or a related field is preferred.

Minimum Experience:

• At least 3–5 years of experience in sales, customer service, or a related financial services role.

• Strong understanding of financial products, sales strategies, and customer engagement.