Team Leader Coach - Retentions at Discovery Limited

Job Purpose 

• The role of the Retentions Team leader at Vitality South Africa is to lead and motivate a team of high-performing retentions specialists, in order to reduce the number of lapsed memberships and drive up member engagement.

Key Outputs may include but are not limited to: 

• Manage the Retentions Inbound & Outbound Contact Centre and administration functions
• Daily distribution of leads
• Monitor work allocation in order to drive performance and meet the relevant KPIs
• Relationship building with staff to achieve objectives
• Drive results and solutions through the team
• Responsible for the performance management of staff
• Build the team and identify talent
• Monthly assessing (QA’ing) of calls
• Use innovation to continually improve retentions and to achieve continuous improvements in business efficiency
• Daily/ weekly/ monthly coaching of team members
• To drive a positive team morale, growth within the team.
• Manage staff recruitment and training needs and also ensure team resourcing is adequate at all times
• Provide accurate and timely reporting to relevant business areas regarding lapses, and retention activities
• Keeping abreast of best practice across the group, and globally.

Education and Experience 

• Matric - essential
• Minimum 1 year experience in a leadership role;
• Business degree advantageous
• Minimum of 1 year conservations experience – Advantageous
• Proficient in MS Office
• Advanced Office - advantageous

Personal Attributes and Skills

• Passionate about Vitality, the Discovery group, and its strategic objectives
• Proven sales track record
• Retentions experience in a call centre environment
• Can lead and motivate a team
• Able to multitask and meet allocated deadlines daily
• Consistently meets deadlines
• Excellent interpersonal skills
• Excellent time management skills
• Results-focused & Target driven
• Sets the highest standards
• Takes initiative and works independently
• Provides others with clear direction
• Implements new and useful changes and ideas
• Accepts and tackles demanding goals and targets with enthusiasm
• Strong with numerical concepts and data analysis
• Excellent verbal and written communication skills
• Good formal presentation skills
• Good meeting and training skills
• Relationship building and Networking skills.
• Negotiation Skills

The Discovery Leader; at Discvoery Leaders;

• Believe in the Core Purpose and live the Values – no one is above them
• Recruit the smartest. Liberate the best in who they lead – nothing is more important than our people
• Balance performance, people, humility
• Commit to Innovation and Prudence – with Optimism
• Set bold goals and have a bias for action – they model excellence in everything
• Ensure that the business case prevails. They think and act like owners
• Are clear and inspiring – if they can’t communicate, they can’t lead
• Debate everything, challenge anything but always follow the chosen path
• Do the right thing