Call center sales manager

About FWH

FWH is a South African group operating in financial services, with a contact centre at the heart of how we do business. We grow by running a disciplined, high-performing sales environment: good systems, advanced AI tools, clean data, well-coached people, and no shortcuts on compliance. We are performance-led; we measure what matters, and we back people who take ownership.

About the role

We are seeking an experienced and results-driven Sales Manager to lead multiple campaigns and develop Team Leaders across our sales operation. The successful candidate will be responsible for driving sales performance, coaching and developing Team Leaders and their agents, ensuring quality and compliance standards are met, driving collections conversions and ensuring business unit revenue targets are met, owning reporting and commission accuracy, and creating a positive, high-energy team culture.

This role is ideal for a motivated leader with a strong contact centre sales background, real operational depth, and a proven track record of achieving targets through effective people management and disciplined process.

Duties & Responsibilities

• Lead mulitiple campaigns , coach and develop the Team Leaders — structured training, weekly one-on-ones and monthly KPI scorecard reviews, with performance management applied consistently from documented discussion through to formal action
• Drive sales and collections conversion, and deliver revenue targets for each business unit
• Own recruitment to maintain headcount — workforce planning, interviewing, selection and onboarding, keeping the floor fully staffed and new starters ramping quickly
• Make data-driven decisions — interrogate dialler, conversion, pipeline and QC data daily, and act on what it shows rather than on assumptions
• Manage campaign performance across all contact channels — voice, WhatsApp and email — including dialler strategy, contactability and channel mix
• Ensure Team Leaders run weekly quality and coaching sessions with every agent, and that coaching and disciplinary techniques are correctly applied
• Own quality control and compliance — daily and weekly QC reporting, closure of every escalation, and a zero-tolerance approach to script breaches, compliance violations and data capture inaccuracies
• Keep teams current on all changes to business rules, product qualification criteria, scripts, dialler settings, CRM functionality, legislation and regulatory guidelines, and implement the training that goes with them
• Produce daily, weekly and monthly performance reporting, plus management and executive pack inputs covering performance, dialler data, QC results, risk flags and pipeline health — in the agreed format, by the agreed deadline
• Complete and verify monthly commission reconciliation, excluding refunds, cancellations and any misrepresented sales, and resolve agent and Team Leader queries promptly
• Manage the daily handover pipeline between departments — resolving drop-offs, quality failures and routing errors, correctly flagging non-qualifying leads, and maintaining pipeline velocity, conversion quality and live transfer coverage
• Complete all HR documentation and conduct or assist with disciplinary enquiries, including investigation, hearing preparation and sign-off, in line with the LRA and BCEA
• Maintain structured communication between agents, Team Leaders, back office and the executive, escalating material risks immediately
• Ensure allocated hardware and system access is maintained, and enforce all security and access management protocols
• Identify operational problems, performance gaps and pipeline failures proactively, and implement practical solutions without delay
• Build and run team and individual incentive programmes and high-energy floor days, and recognise wins at team and individual level
• Uphold the code of conduct, business rules and professional standards on the floor, acting as a visible ambassador for FWH's culture and values

Experience & Qualification

• Grade 12 (Matric), plus a relevant tertiary qualification (business, commerce, finance or similar)
• Minimum 3 years’ experience as a Sales Manager with insurance and/or debt management background, including managing Team Leaders or supervisors
• 5+ years overall in a contact centre sales environment
• Proven track record of delivering revenue and conversion targets through people, process and systems
• Proven ability to make data-driven decisions — comfortable interrogating dialler, conversion, QC and pipeline data and acting on it decisively
• Dialler expertise, with hands-on experience managing campaigns across voice, WhatsApp and email
• Recruitment experience — able to run the hiring process end to end and maintain headcount
• Practical CRM ownership — configuration, data quality, adoption and agent training
• Advanced Excel or Google Sheets — reconciliations, commission workbooks and performance reporting
• Experience running or overseeing quality control and compliance in a sales environment
• Working knowledge of South African labour legislation (LRA, BCEA), including preparing for and assisting with disciplinary enquiries
• Strong reporting and presentation ability, with the credibility to report at management and executive level
• Able to work from our Bellville office
• Clear criminal record

Advantageous

• Experience managing insurance campaigns
• Understanding of insurance risk and compliance requirements, including FAIS and Treating Customers Fairly (TCF)
• Class of Business training and/or RE5 completed
• Meeting FAIS Fit and Proper requirements, with CPD up to date
• Collections or credit environment experience
• BI or reporting tool experience (Power BI, Tableau, Looker or similar)
• Experience designing or administering commission and incentive schemes
• Experience managing more than one team, campaign or business unit at the same time

Benifits & Remuneration

• Basic salary
• High Commission earnings (Uncapped)
• Incentives (Cash, FWH apparel, home applicances and more)
• Medical aid
• Pension fund
• Parking

Interested?

Send your updated CV and a short note on a sales operation you improved and the measurable result, to Jobs@fwh.co.za.

Please include your current remuneration package and expected remuneration, and your notice period.

Pay: R30 000,00 - R40 000,00 per month

Application Question(s):

• Do you have experience in managing multiple campaigns , if so, what campaigns?
• How many years sales MANAGER experience do you have?
• Do you have experience in managing an Isurance of Debt management enviroment ? or both
• What was the maximum amount of team leaders you managed and agents under the campaign?
• What is your current salary, and what is your expected salary?

Work Location: In person