Team Leader Coach at Discovery Limited

Key Purpose

Overall responsibility for team’s success by planning, leading, organizing and controlling team functions to ensure that team objectives which align to the overall strategies are met, whilst growing and developing team members to fulfill their functions.

Areas of responsibility may include but not limited to

• Monitoring of Team performance and activities through setting targets of achievement through monitoring of queues and work pools and communicating progress and results to team members

• Planning of Team resourcing through involvement in Recruitment of team members, managing of daily team schedules, requesting changes where needed, suggesting back up plans to ensure that the Service Level Agreement is met with available resources and getting assistance. Logging in to the queues when required, monitoring of late coming and absenteeism and managing the daily team register.

• Managing individual performance of team members through coaching, one on one meetings, performance appraisals and meetings related to absenteeism, and trends picked up. Addressing performance issues picked up and taken to the next level when needed. Documenting discussions held and follow up discussions.

• Making suggestions and recommendations to enhance processes and systems functionality

• Resolves escalated queries, reports on and tracks these escalations, provides necessary coaching, implements preventative action and provides feedback until resolution.

• Provides expert advice and support to the team by keeping abreast of the products, processes and systems information and changes

• Tests and monitors system functionalities and ensures that defects are reported, followed up on and resolved

• Participates in adhoc work as required, ensuring accuracy and work of an acceptable quality

• Networks with other Team Leaders building and maintaining relationships

• Conducts regular Team Meetings and ensures that all changes and updates are communicated to the team as they happen, and these must be documented

• Collating data for and calculation of monthly incentives ensuring accuracy

• Identifies training needs for the Team and for individuals and arranges training with the Training Team

• Identifies the need for information updates on system that will assist the team in their daily functions

•  Ensures that targets are driven, maintained and reached in adherence to objectives in place

• Collates daily, weekly and Monthly Stats for the team and distributes these reports to Management and the team

• Arranges system access, on the job training and sign off for new staff

• Provides on the job support to new staff and existing staff

• Has an overall positive and inspirational influence on the Team

• Drafting, updating and maintaining the Standard Operating Procedures Documents for the Contact Centre

Personal Attributes and Skills

• People Centric

• Positive and Inspirational

• Excellent Communication skills

• Pays attention to detail

• Results Driven

• Objective

• Diplomatic

• Open minded

Education and Experience

• Matric

• Degree that is related to the LISP or Insurance industry of operation would be advantageous

• 3 to 5 Years Call Centre experience

• At least 3 Years LISP or Financial Services Industry experience

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.