Team Leader Coach - Bankmed Service Team at Discovery Limited

 Key Purpose              

To manage, guide and coach a team of consultants to provide excellent service delivery and quality through Bankmed Service Standards.
Key Outputs

• Manage a team of 12-14 staff members
• Develop, coach and motivate a team of Call Centre consultant to excel in performance and service delivery
• Responsible for the performance management of staff
• Build the team and identify talent
• Ensure that the service levels are maintained
• Handle the administrative functions required
• Identify quality issues and take corrective steps by actioning quality trends
• Responsible for doing call assessments and resolving escalated calls
• Relationship building with internal and external clients to achieve objectives
• Quality audits on all information captured on DNA
• Available to work overtime when required

Competencies            

Behavioral Competencies

• Deciding and initiating action
• Persuading and Influencing
• Planning and Organizing
• Delivering Results through others
• Integrity and trust
• Analytical Ability
• Diversity Management
• Adapting and Responding to Change
• Strategic Thinking
• Achieving personal work goals
• Written Communication

knowledge

• Discovery Health systems
• Bankmed Product and process knowledge
• Function specific experience

Skills

1. Time Management
2. Verbal and written communication
3. Numeric

Qualifications & Experience

Essential

• Matric
• Intermediate MS Office Knowledge
• Minimum 12 months customer service experience

Advantageous

• Minimum of 6 months in Core
• Minimum of 6 months in Spec
• Relevant Tertiary qualifications

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.