Team Leader at Discovery Limited

Key Purpose

• To manage and maintain service levels & customer satisfaction through quality customer interactions

Areas of responsibility may include but not limited to:

• Develop, coach & motivate a team to excel in performance and service delivery
• Create and manage a functional channel for the resolution of queries and escalated queries according to agree upon SLA's
• Drive changes in current service strategy
• Deal with clients at a member, employer and broker level on a written, telephonic and face to face basis
• Responsible for the performance management of staff
• Ensure continual communication between management and staff
• Build the team and identify talent
• Handle the administrative functions required
• Identify quality issues and take corrective steps by actioning quality trends and producing reports
• Relationship building with internal clients to achieve objectives
• Quality audits on all information
• Ensure the area is operationally sound at all times and meet efficiency levels as agreed
• Able to multitask and meet allocated deadlines daily
• Drive results and solutions through the team
• Acting Manager with irate members when face to face, written or telephonic

Personal Attributes and Skills

• Excellent verbal and numeric communication skills
• Service Orientated
• Quality driven
• People-focused
• Attention to detail
• Interpersonal Skills
• Leadership skills
• Problem solving skills
• Decision making skills
• Stress tolerance
• Client focus
• Organisational awareness

Education and Experience

Education:

• 12 Months Discovery Health call centre experience

Advantageous

• B.Com or related degree
• Exposure to Team Leader functions