Team Leader - Service

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Business Unit : Discovery Insure

Function : Call Center / Contact Center

Date : 2 Sept 2025

Shape your future with us

Discovery – Insure

Team Leader Broker Servicing – Short Term Insurance

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.

About Discovery Insure

Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor and home insurance sectors. Vitality Drive, an internationally recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East. The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.

Key Purpose

To oversee daily operations within the contact center, ensuring that service standards are consistently met. This role involves leading and motivating a team of agents to deliver exceptional customer service, managing performance, handling escalations, and driving continuous improvement. To act as a liaison between frontline staff and management, ensuring effective communication and alignment with business goals.

Areas of responsibility may include but not limited to

• Full line management function within scope of role
• Reporting to management on Ops dashboard and team stats
• Escalated query handling from various stakeholders
• Reporting to various stakeholders on operations
• Pool TAT management
• Call quality audits on own teams
• Call coaching
• Monthly 1 : 1’s and performance discussions

Education and Experience

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.

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