Team Leader

Business Unit : Discovery Life

Function : Client Service

Date : 13 Nov

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.

Analyse pitch rates and identify patterns or reasons for client non-attendance.

Conduct call monitoring and provide feedback to ensure professionalism, accuracy, and compliance with scripts and company standards.

Prepare and deliver daily and weekly performance reports (calls made, appointments booked, conversions).

Identify skill gaps within the team and coordinate ongoing training.

Daily call targets achieved per agent.

Job / Role Requirements

Work Experience

Education / Qualifications / Accreditations with Professional Body

Required Skills and Knowledge

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