Team Leader Coach- Afterhours at Discovery Limited

Areas of responsibility may include but not limited to

• Leads, coaches and supervises a specialised client service team.
• Provides updates reports to management.
• Presents new enhancements at forums.
• Networks and builds relationships.
• Delivers results and meets customers’ expectations.
• Facilitates team outputs and delivery ensuring the highest standard of delivery.
• Coordinates projects for team and business and leads project meetings when required.
• Drives operational deliveries and maintains efficiencies within the team.

Education and Experience (Preferred/Optional)

• Bachelor’s degree that demonstrates a numerical capability – Required
• Special Conditions
• Shift work may be mandatory

Work Experience

• At least 3 - 5 years working experience in a call centre environment
• Including 2-3 years experience in Banking
• 2-3 years Management experience as an advantage

Special Requirements

• Knowledge of Discovery Bank systems and the servicing
• Advanced level of Microsoft Office
• High level command of English language
• Advanced writing skills
• Detail orientated (organized and systematic)
• Persuasion skills
• Ability to prioritize
• Deadline driven
• Ability to be assertive in difficult situations
• Resilient
• Time management and planning
• Able to work under pressure
• Stress management