Call Centre Team Leader

The Call Centre Team Leader will provide day-to-day leadership across a combined sales and policy administration contact centre, supporting both onshore and offshore consultants. The role will have a strong focus on driving sales and retention performance, coaching and developing team members, managing escalations, and providing consistent guidance and support across the team.

• Provide day-to-day leadership, supervision and support across the contact centre team.
• Lead and support consultants across retail sales and policy administration activities.
• Drive sales and retention performance in line with established team targets and KPIs.
• Monitor team performance across inbound and outbound activity, conversion and customer outcomes.
• Coach and mentor consultants through regular day-to-day and weekly feedback and development.
• Identify performance gaps, errors and recurring issues and provide timely coaching and follow-up.
• Answer day-to-day questions and provide practical guidance to consultants as required.
• Act as the escalation point for complex or challenging customer service matters.
• Support consultants in managing difficult customer interactions and identifying appropriate resolutions.
• Coach consultants to confidently progress sales conversations using clear, customer-focused communication without being overly pushy.
• Support policy administration, renewals and retention activity alongside the team’s sales focus.
• Provide regular coaching and follow-up in response to quality and compliance findings, while formal quality reviews remain with the existing QA and compliance function.
• Maintain clear and consistent communication across the team regarding expectations, priorities and performance.
• Support effective collaboration between onshore and offshore team members.
• Provide customer-facing support primarily through escalations, advice and helping consultants improve their handling of calls rather than routine queue coverage.
• Other position-level duties as they arise.

Requirements

• Demonstrated experience leading, supervising or coaching a customer service, sales or contact centre team is essential.
• Strong people leadership, coaching and mentoring capability is essential.
• Demonstrated ability to drive team performance against established sales, service and retention targets is essential.
• Strong understanding of sales conversion, retention and customer service principles is essential.
• Experience managing customer service escalations and supporting difficult customer interactions is essential.
• Strong written and verbal communication skills, with the ability to provide clear direction, feedback and coaching to team members, are essential.
• Strong problem-solving and decision-making skills are essential.
• Ability to identify performance or service issues and provide timely, practical coaching and support is essential.
• Ability to balance sales performance with positive customer outcomes is essential.
• Experience leading or supporting onshore and offshore team members is highly regarded.
• Experience within insurance, policy administration or a similar customer service environment is desirable but not essential.
• Strong organisational skills with the ability to manage team priorities, coaching requirements and escalations effectively are essential.