Team Leader - DWTS Outbound

Select how often (in days) to receive an alert :

Business Unit : Discovery Life

Function : Client Service

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 to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Life

Discovery Life is an ever growing fast paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

About Discovery Wills and Trusts Team

The Discovery wills and trust team is made up of dynamic and a passionate group of young individuals, dedicated to guiding clients through one of the most important decisions of their lives – drafting their wills and protecting their legacies. With our unique indemnity product, we go beyond the traditional – offering clients a safeguard that speaks to our commitment to excellence and innovation.

Role Description

The Outbound Team Leader is responsible for leading, motivating, and developing a team of outbound / inbound agents to achieve calling targets and ensure clients arrive for all booked appointments by following an effective script. This role requires strong leadership, communication, and performance management skills to drive call quality, conversion rates, and attendance follow-through.

Key Outputs / Job Responsibilities

Team Management & Performance

• Supervise a team of outbound / inbound agents to ensure daily, weekly, and monthly targets are met.
• Monitor agent performance, provide coaching, feedback, and corrective action when needed.
• Conduct weekly performance reviews to track progress against KPIs.
• Motivate and guide the team to maintain high morale and productivity.

2. Appointment Quality & Client Attendance

3. Call Quality & Compliance

4. Reporting & Analysis

5. Training & Development

Key Performance Indicators (KPIs)

Job / Role Requirements

Work Experience

Required

Preferred (would be advantageous)

Education / Qualifications / Accreditations with Professional Body

Education / Qualifications Required

Preferred (would be advantageous)

Business Management

Technical Skills or Knowledge

Required

Skills and knowledge

Level

Advanced

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.

#J-18808-Ljbffr