Team Leader - DWTS Outbound at Discovery Limited

Role Description

• The Outbound Team Leader is responsible for leading, motivating, and developing a team of outbound/inbound agents to achieve calling targets and ensure clients arrive for all booked appointments by following an effective script. This role requires strong leadership, communication, and performance management skills to drive call quality, conversion rates, and attendance follow-through.

Key Outputs / Job Responsibilities

Team Management & Performance

• Supervise a team of outbound/inbound agents to ensure daily, weekly, and monthly targets are met.
• Monitor agent performance, provide coaching, feedback, and corrective action when needed.
• Conduct weekly performance reviews to track progress against KPIs.
• Motivate and guide the team to maintain high morale and productivity.

Appointment Quality & Client Attendance

• Analyse pitch rates and identify patterns or reasons for client non-attendance.
• Collaborate with other departments to address scheduling or communication challenges impacting attendance.

Call Quality & Compliance

• Conduct call monitoring and provide feedback to ensure professionalism, accuracy, and compliance with scripts and company standards.
• Ensure all data is accurately captured and maintained in LMS systems.
• Maintain adherence to company policies and call centre procedures.

Reporting & Analysis

• Prepare and deliver daily and weekly performance reports (calls made, appointments booked, conversions).
• Track and analyse team performance metrics to identify trends and improvement areas.
• Recommend and implement strategies to improve team results and client pitch rates.

Training & Development

• Identify skill gaps within the team and coordinate ongoing training.
• Support new agents through onboarding, coaching, and shadowing programs.
• Foster a culture of continuous improvement and accountability.

Key Performance Indicators (KPIs):

• Daily call targets achieved per agent.
• Appointment booking conversion rate.
• Client pitch attendance rate (% of clients who attend appointments).
• Sales or conversion rate from attended appointments.
• Quality and compliance audit scores.
• Agent retention and engagement levels.

 Job / Role Requirements

Work Experience

Required

• Minimum 3-5 years’ experience in a call centre environment
• Minimum 2-3 years in a team leader or supervisory role

Preferred (would be advantageous)

• Experience with performance management and coaching in a target- and results-driven environment.
• Pre-existing experience in a sales or outbound call centre environment

Education / Qualifications / Accreditations with Professional Body

Education / Qualifications Required

• Completed Matric (Grade 12)

Preferred (would be advantageous)

• NQF6 or above qualification in any of the following:
• Business Management
• Communication or Public Relations
• Operations or Contact Centre Management