Team Leader- Contact Center at Discovery Limited

Key Purpose

• To effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders –internal and external clients.  Ensure that quality service is delivered to stakeholders.

Areas of responsibility may include but not limited to

Innovation

• Catalyst for Innovation. Provides suggestions and recommendations to enhance current processes and systems functionality
• Resource Planning in TSC Team
• Testing of new systems functionality prior to implementation

Effective management of individual performance, Recruitment and Coaching

• Monitor team performance and activities to ensure smooth running of business processes and outputs thus adhering to service level agreements.
• Plan appropriately to ensure that operations is not disrupted in order to achieve an efficient team.
• Develop and empower employees in order to promote an environment of continuous learning and growth.
• All Client queries be dealt with either telephonically, email and any other forms of communication as set out by Management
• Dispensing of guidance and advice in terms of the FAIS Act and meeting all its requirements.
• Assist all clients to make informed choices through the presentation and communication of accurate and reliable product information within the ambit of Employee Benefits and the Employee Benefit offering i.e. contribution choices, investment choices, group risk benefits, etc.
• Identify and communicate any product offering that may enhance the current client portfolio.
• Keep up-to-date with all legislative changes.
• Meet all Fit and Proper requirements in terms of the FAIS Act.
• Ensure that all Service Level Agreements are adhered to.
• Maintain a superior level of service to all stakeholders
• Basic Administrative Tasks

Managing relationships External/Internal

• Manage the relationship with internal and external clients/brokers/other managers with respect to escalations, queries and complaints.
• Builds relationships with other areas/teams/leaders within and outside of Discovery Life

Process Awareness Sessions

• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Present and communicate root cause analysis trends picked up on from quality audits and analysis.
• Presenting of volumes and trends on all incoming calls
• Encourage self-service to members who come through the contact center, remind clients on how to benefit from our web offerings and functionality.

IQS Objectives and Error Trending

• Ensure that QA and Audit (internal/external) findings are resolved.
• Monitor and ensure adherence to agreed iQS objectives for the team/area
• Conduct effective root cause analysis for all errors, iQS breaches, QA and audit findings

Personal Attributes

• Excellent conceptual and technical ability
• Excellent communications, both written and verbal
• Comfortable presenting to external parties
• Accuracy (Advanced)
• Analytical (Advanced)
• Stakeholder management (Intermediate)
• Strong team player
• Action oriented and highly energetic individual
• Ability to work in a collaborative/problem solving environment.
• Ability to multitask.

Education and Experience

• Matric – Essential
• Minimum NQF level 6 qualification - Essential
• Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds (Advantageous)
• 3 - 5 years’ experience and knowledge in Financial Services Industry (Essential), Group Life and/or Retirement Funds (Advantageous)
• A minimum of 3 years’ worth of experience, a customer services contact centre environment or in a similar role
• Previous leadership experience (Essential)
• Extensive knowledge and working experience on how to deal with and resolve escalations quickly
• Proficiency in MS Suite