Business Unit: Vitality Life
Function: Call Center / Contact Center
Date: 5 Aug 2025
Discovery Health
Team Leader Coach
About Discovery
Discovery’s 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 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
Employment Equity
The Company’s 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 Company’s 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.
The Company’s 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.