Team Leader
Team Leader
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Discovery Health
Team Leader Coach
About Discovery
Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart self-driven people to be their best. As global thought leaders Discovery is passionate about innovating in order to not only achieve financial success but to ignite positive and meaningful change within our society.
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 SLAs
- 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
- or related degree
- Exposure to Team Leader functions
Employment Equity
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer we actively encourage and welcome people with various disabilities to apply.
EMPLOYMENT EQUITY
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer we actively encourage and welcome people with various disabilities to apply.
Employment Type
Full Time
