Job Description

Business Unit:

Discovery Health

Function:

Call Center / Contact Center

Date:

30 Oct 2025

Team Leader Coach - HP (Secondment)

Key Purpose

To manage, guide and coach a team of consultants to provide excellent service delivery and quality through Discovery Service Standards.

Key Outputs

Areas of responsibility may include but not limited to:


Manage a team of 12-14 staff members Develop, coach and motivate a team of Call Centre consultant to excel in performance and service delivery Responsible for the performance management of staff Build the team and identify talent Ensure that the service levels are maintained by monitoring the queue Live Handle the administrative functions required Identify quality issues and take corrective steps by actioning quality trends Responsible for doing call assessments and resolving escalated calls Relationship building with internal and external clients to achieve objectives Quality audits on all information captured on Power BI Available to work overtime when required




Personal skills and attributes
Leading and supervising Working with people Planning and organizing Deciding and initiating Delivering results and meeting customer expectations Adapting and responding to change Coping with pressure and setbacks Persuading and influencing All Discovery Health product and benefit knowledge Discovery Health systems Skills Time Management Verbal and written communication Good leadership skills Presentation Skills




Essential:
Matric Intermediate MS Office Knowledge Minimum 12 months Discovery Health Customer Service experience Experience in team leadership




Advantageous:
Minimum of 12 months in Core / HP Minimum of 12 months in CRM Relevant Tertiary qualification

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.