Telesales Team Manager

About the role

The Telesales Team Manager will lead a group of General Insurance Specialists who handle inbound customer enquiries. The role focuses on driving personal‑lines sales while ensuring a high‑quality customer experience and strict compliance.

Key responsibilities

• Lead, coach and motivate the GIS team to meet and exceed personal‑lines sales targets.
• Increase conversion rates of inbound enquiries and maximise cross‑sell and upsell opportunities.
• Achieve customer satisfaction (CSAT) goals, manage call abandonment rates and ensure timely call handling.
• Optimise team occupancy, minimise out‑of‑seat time and oversee efficient call‑queue management.
• Maintain quality‑assurance standards and regulatory compliance, aiming for zero breaches.
• Drive employee engagement, retain high‑performing staff and develop a pipeline of future leaders.

Required profile

• Minimum 3 years of sales leadership experience in the insurance or financial‑services sector.
• Proven record of exceeding sales targets and delivering strong results.
• Proactive, results‑oriented, energetic with excellent people and communication skills.
• Ability to interact effectively with all organisational levels.
• Relevant insurance certifications (e.g., BCP, PGI, HI) are a plus.

Required skills