Metropolitan Momentum Health: Call Centre Team Leader (Talent Pool)
Reference Number: MMH251017-3
Position Type: Permanent
Department: Client Services
Cluster: Momentum Health
Location: Midrand, Gauteng, South Africa
Remote Work: None of the time
About Metropolitan
Metropolitan is one of South Africa’s most trusted financial-services brands, with a proud 125-year legacy of serving communities and building financial wellness across the African continent. The company operates throughout South Africa and in 12 other African countries, including Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Eswatini (Swaziland).
Metropolitan’s mission is to empower Africa’s people through accessible, affordable, and reliable financial solutions. The company’s products include funeral insurance, life cover, health and hospital cash-back plans, savings and retirement solutions, and other services that promote long-term financial security.
To learn more, visit the official website: www.metropolitan.co.za.
⚠️ Disclaimer: All applicants are advised to verify the authenticity of this vacancy directly on the company’s official careers page to avoid fraudulent job postings.
Role Purpose
The Call Centre Team Leader plays a key role in driving excellent client experiences while ensuring that the sales team consistently meets or exceeds performance targets. The successful candidate will lead, motivate, and manage a team of call-centre agents, providing the guidance and support needed to deliver exceptional client service and achieve strategic business goals.
Minimum Requirements
Applicants must meet the following criteria to be considered for this permanent role:
- Matric (Grade 12) certificate – essential.
- NQF Level 5 qualification approved by the FSCA or an equivalent relevant qualification – essential.
- Diploma in Business Management or a related field – essential.
- Regulatory Exam 5 certification – essential.
- Minimum of two years’ experience managing a financial-advice sales team – essential.
- Two years’ experience in a sales or outbound call environment, including cold calling – desirable.
⚙️ Key Responsibilities
The Call Centre Team Leader will be responsible for a wide range of duties, including but not limited to:
- Develop and execute plans to achieve sales targets and enhance client satisfaction.
- Ensure compliance with operational policies, procedures, and legal regulations.
- Design and implement action plans to motivate the team and boost productivity.
- Communicate approved team goals and ensure alignment with company objectives.
- Manage all day-to-day team operations, including escalations and workflow distribution.
- Collaborate with Quality Assurance and Performance Coaches to guide and upskill staff.
- Monitor and evaluate individual and team performance, implementing improvement strategies.
- Analyse business data and trends to identify opportunities for service improvement.
- Maintain accurate records and reports on productivity, client feedback, and performance metrics.
- Ensure effective staffing and scheduling for optimal coverage and cost efficiency.
- Manage non-performance through coaching, corrective action, and development initiatives.
- Lead by example in delivering excellent client service, ensuring all customers receive fair and transparent treatment.
- Handle client queries efficiently, ensuring resolutions are accurate and timely.
- Build and maintain productive relationships with key internal and external stakeholders.
- Oversee the budget for the department, authorise expenditures, and ensure compliance with financial regulations.
- Implement risk management and governance frameworks within the team.
Leadership and People Management
- Recruit and select suitably qualified team members in line with Employment Equity and MMI Group values.
- Foster a positive and inclusive work culture that motivates employees and encourages collaboration.
- Promote continuous learning by identifying skills gaps and arranging training or mentorship programmes.
- Conduct regular performance reviews, providing constructive feedback and development support.
- Encourage innovation, change agility, and teamwork to drive sustainable success.
- Recognise and reward outstanding performance to boost morale and retention.
Competencies and Skills
The ideal candidate will demonstrate:
- Strong leadership and motivational ability.
- Excellent communication and interpersonal skills.
- The capacity to inspire, empower, and develop individuals.
- A results-driven mindset focused on sales achievement and client satisfaction.
- Problem-solving, conflict resolution, and decision-making capabilities.
- The ability to analyse data, spot trends, and take proactive action.
- Confidence in managing multiple priorities within a fast-paced environment.
Why Join Metropolitan Momentum Health?
By joining Metropolitan Momentum Health, you’ll become part of a dynamic organisation that values integrity, innovation, and client-centric service. The company is committed to creating opportunities for growth, rewarding performance, and empowering employees to make a meaningful impact in the lives of clients.
This position offers a chance to contribute to a culture of excellence within one of South Africa’s most respected financial-services brands, while developing your leadership career in a supportive and purpose-driven environment.
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Application Deadline
All applications must be submitted on or before 31 December 2025. Early applications are encouraged, as shortlisting may begin before the closing date.
