Job Description

LONG-TERM INSURANCE SALES SUPERVISOR (TELESALES & FACE-TO-FACE)

JOB PURPOSE

To lead, coach and manage long-term insurance sales agents across telesales and face-to-face channels, driving sustainable sales performance, strong objection handling, and strict regulatory adherence in line with FAIS, TCF and POPIA.

KEY RESPONSIBILITIES

Sales Performance & Objection Handling

Drive daily, weekly and monthly sales targets Manage conversion ratios, premium value, persistency, NTUs and cancellations Actively manage objection handling (affordability, trust, product suitability, replacements, cooling-off) Ensure compliant use of scripts and rebuttals Balance sales volume with quality and sustainability

People Management & Coaching

Supervise telesales and face-to-face sales agents Conduct daily huddles, one-on-one coaching and performance reviews Perform call listening and face-to-face sales observations Implement performance improvement plans where required Build accountability, discipline and motivation

Dialer & Workforce Management

Manage dialer usage and agent productivity Monitor login, logout, idle time and schedule adherence Manage lead allocation and prioritisation Work closely with workforce management to ensure optimal coverage Identify and address productivity gaps

Quality, Compliance & Regulatory Adherence (Key Focus)

Ensure adherence to FAIS, TCF, POPIA and internal policies Monitor sales quality through calls, observations and documentation reviews Ensure accurate needs analysis, disclosures and product suitability Address non-compliance and support audits Reinforce ethical selling practices

Industry & Regulatory Knowledge

Maintain strong knowledge of long-term insurance products (funeral, life, credit life, risk) Ensure agents clearly explain benefits, exclusions, waiting periods and premiums Reinforce regulatory knowledge and CPD readiness

Remuneration & Incentives

Ensure agents understand commission structures, incentives and clawbacks Monitor sales quality to reduce commission reversals Support transparent communication with payroll and finance

Client Experience & Retention

Promote ethical selling and long-term client value Monitor early lapse and cancellation trends Handle escalated sales-related client complaints Ensure clear communication of cooling-off rights and policy obligations

Reporting & Administration

Compile sales, productivity and quality reports Maintain coaching and performance documentation Track agent licensing, CPD and Fit and Proper status Maintain accurate and auditable records

WORKING MODEL

Full-time, office-based role Hybrid working opportunities may be granted based on sustained performance, quality and regulatory adherence Hybrid status is earned, monitored and reversible

KEY PERFORMANCE INDICATORS

Sales target achievement Conversion ratios Objection handling effectiveness Quality and compliance scores Persistency and lapse rates Dialer and schedule adherence Agent productivity
MINIMUM REQUIREMENTS

Qualifications & Regulatory

RE5 (mandatory) FAIS-accredited qualification (NQF Level 4 or higher - Long-Term Insurance) CPD compliant Fit and Proper compliant

Experience

3-5 years long-term insurance sales experience 1-2 years in a supervisory or team leader role Experience in telesales and/or face-to-face sales

Skills & Attributes

Strong leadership and coaching ability Advanced objection handling skills Dialer and workforce management knowledge High regulatory awareness Results-driven, ethical and disciplined

ADVANTAGEOUS

FAIS Key Individual status Experience managing multi-channel or hybrid teams Exposure to retention and persistency management
Job Type: Full-time

Pay: R10000,00 - R12000,00 per month

Work Location: In person