Telesales Team Manager

Key Objective of the Role

Lead and manage a team of General Insurance Specialists (GIS) to achieve and exceed Personal Lines sales targets through incoming customer interactions while delivering excellent customer experience, maintaining compliance standards, optimizing performance, and maximizing cross-sell opportunities.

The Team Manager is responsible for balancing sales growth, service delivery, workforce utilization, compliance and quality standards, and employee engagement to ensure sustainable business performance.

Results to be Achieved Sales & Revenue

• Meet and exceed Team Sales Targets.
• Increase conversion of inbound enquiries into sales.
• Drive cross-sell and upsell penetration across all eligible customer interactions.

Service Excellence

• Meet and exceed Customer Satisfaction (CSAT) goals.
• Achieve call abandonment objectives.
• Ensure timely handling of inbound calls.

Operational Excellence

• Optimize team occupancy and productivity.
• Minimize GIS out-of-seat time during operating hours.
• Ensure efficient call queue management.

Quality & Compliance

• Achieve all Quality Assurance standards.
• Ensure compliance with regulatory and company requirements.
• Minimize zero compliance breaches and customer complaints.

People Management

• Maintain healthy staff retention.
• Develop pipeline of high-performing GIS.
• Foster strong employee engagement and teamwork culture.

Requirements

• At least 3 years of sales leadership experience in the insurance or financial services industry
• A superior performance record and strong leadership skills is essential
• Sales-driven with a proven ability to work in a dynamic sales environment and a proven track record of exceeding goals and objectives
• Proactive, independent, result-oriented, energetic with good people skills and an effective team player
• Able to communicate (written & verbal) effectively with all levels in the organization
• Relevant insurance certifications such as BCP, PGI and HI will be a plus