Call Centre Manager

Call Centre ManagerApplylocations: Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: May 25, 2026 (6 days left to apply)job requisition id: R49823# Job Description To manage activities ensuring levels are maintained, training is provided and that company standards are met Planning, organisation and control of staffHello Future, Sales Contact Centre Manager, Welcome to FNB, the home of the . We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the time to imagine your potential in a team where experts come together and ignite effective change.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 Apply now if you are interested in taking the next step. We look forward to engaging with you! All appointments will be made in line with FirstRand Group's Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.