Team Leader Coach Secondment at Discovery Limited

Key Purpose

• To manage, guide and coach a team of consultants to provide excellent service delivery and quality through Discovery 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
• Leading and supervising
• Working with people
• Planning and organizing
• Deciding and initiating
• Delivering results and meeting customer expectations
• Adapting and responding to change
• Coping with pressure and setbacks
• Persuading and influencing
• Knowledge
• All Discovery Health product and benefit knowledge
• Discovery Health systems

Skills

• Time Management
• Verbal and written communication

Essential
Qualifications & Experience

• Matric
• Intermediate MS Office Knowledge

Minimum 12 Months Customer Service Experience
Advantageous

• Minimum of 6 months in Core
• Minimum of 6 months in Spec