Team Leader - Service at Discovery Limited

Job Description

• Assisting clients with queries and servicing requests on their Discovery products that were sold by Discovery Connect within the required SLA. Identifying sales opportunities.
• Answering inbound calls timeously and making required outbound calls
• Managing all queries (email & telephonic) through to resolution
• Handle and Co-ordination your own of administrative functions timeously
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries (email, telephonic and discovery system driven queries)
• Identifying process improvements
• Implementing compliance policies and procedures
• Daily / weekly / monthly reporting
• Overall responsibilities are not limited to the job description / key outputs and the responsibilities/ key outputs may change according to business needs

Key purpose

• To lead, manage and guide a team of service consultants to reach required targets. To facilitate any necessary course of action to achieve this purpose.

Key Outputs

The successful candidate will be expected , but not limited to perform the following key outputs:

• Leading and managing a team of 4-6 serivce consultants
• Performance Management including the setting of KPIs’ and the measurement thereof.  
• Coaching and developing the team and identifying talent
• Inspire, motivate and support team.
• Ability to work independently and efficiently
• Ability to multi-task and meet allocated daily / weekly / monthly deadlines
• Drive  staff to achieve required targets and maintain / improve set SLAs’.
• Assessment of consultants calls  (Performing QA’s on sales and admin staff calls).
• Identify quality issues and take corrective steps by actioning quality trends.
• Conduct QAs’ on agents queries and identify areas of improvement and implement accordingly
• Dealing with elevated queries/problems. (email, telephonic and system driven queries)
• Implement processes and design Standard Operating Procedures
• Identify and implement process improvements
• Compile and distribute daily / weekly / monthly reports in the format required by management
• Ensuring continual communication between management and staff and all other stakeholders
• Relationship building with all internal and external stakeholders to achieve objectives
• Adhere to and enforce internal policies (Discovery Group policies & Legislative policies)
• Assisting with interviews & Role plays.
• Availability to work overtime from time to time, which may include weekends.

Reporting

• Completing ad-hoc tasks / projects in accordance with management requests

Personal attributes and skills

Competencies:

• Excellent verbal and numeric communication skills
• Quality driven
• People-focused
• Attention to detail
• Strong Interpersonal Skills
• Strong Leadership skills
• Problem solving skills
• Decision making skills
• Stress tolerance
• Creative and innovative
• Excellent time management skills aand ability to prioritise time to meet deadlines
• Organizational awareness
• Detail and process orientated
• Self motivated & optimistic
• Customer centric
• Solution orientated
• Ability to work independently and efficiently
• Team player
• Flexible and Adaptable
• Ability to work within a team and drive team culture

Qualification & Experience

• Grade 12 – essential
• 5 years Administrative Team Leader experience – essential
• Proficient in English – essential (writing, reading, speaking)
• Bi-lingual – advantage (writing, reading, speaking)
• Computer literate - MS Office, especially Excel – essential
• Regularory Exam and FAIS credits -essential
• Bachelors degree/ Business Management Diploma- essential