Inbound Sales & Customer Service Team Leader (Finchoice)

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.

Purpose of the role

The Team Leader for Inbound Sales & Customer Service is responsible for leading, supporting, motivating, and developing a team of consultants. They ensure achievement of key performance targets, operational efficiencies, and exceptional customer experience aligned with company objectives. Additionally, they resolve customer issues, complaints, and inquiries while maintaining high standards of customer satisfaction.

Key Performance Areas

Ensure that an exceptional customer experience is consistently achieved

• Achieve performance targets and resolve customer queries efficiently.
• Candidate should have the authority and expertise to handle complex or sensitive customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolving the situation to the customer's satisfaction.
• Candidate should lead by example, demonstrating exemplary customer service skills in their interactions with both customers and team members.
• Candidate should actively promote and reinforce the importance of customer satisfaction and service excellence within their team and across the wider organization.
• Continuously improve customer experience and service delivery.
• Candidate should foster a culture of continuous improvement within their team, encouraging feedback, experimentation, and innovation to enhance the overall customer experience.

Operational, quality efficiencies and adherence to service level agreements

• Drive team efficiency targets and productivity standards.
• Maintain adherence to workflows and identify procedural/system gaps.
• Ensure service level agreements are met.
• Ensure that the departments service level agreements are in place and are achieved.
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures.

Sales

• Develop and execute sales strategies to achieve team targets.
• Provide guidance and support to sales consultants for inbound inquiries.
• Monitor sales metrics and provide feedback for performance improvement.
• Analyse sales data to identify trends and opportunities for optimization.
• Foster a positive sales culture and provide coaching and training to enhance sales skills.
• Collaborate with stakeholders to align sales efforts with organizational goals.

People management

• Develop KPAs and personal development plans for team members.
• Lead, guide, and support agents through coaching and training.
• Foster innovation and staff engagement.
• Participate in motivational activities and workforce planning.
• Performance management in line with BCEA.

Reporting

• Capture required data to ensure all systems are up to date and accurate.
• Manage and track the team’s performance hourly, daily, weekly and monthly.
• Provide accurate reports in line with the department’s requirements.
• Identify adverse variances and / or negative trends and proactively develop action plans to address this.
• Provide operational feedback to the Management team by identifying trends through data analysis.

Projects

• Participate in any projects as per the agreed KPA.
• Assist with the implementation and optimization of projects and assignments

Qualifications & Accreditations

• NQF5 or above
• A relevant tertiary qualification

Experience & Skills

• Minimum 3 years' experience in Inbound Sales & Customer Service.
• Minimum 2 years' experience in funeral sales or loans environment.
• 3 years' experience in team leadership.
• Competent in MS Office packages, particularly MS Word, Excel and Outlook
• Clear credit and criminal record
• Effective communication skills (verbal and written)
• Availability for shifts, weekends, and public holidays.

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.