Team Leader Coach - Retentions

Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to make this vision a reality. Fuelled by our passion for enhancing lives and our desire to innovate, Discovery consistently sets global standards, creating shared value through shared intellectual capital. A testament to this is our Vitality programme, which is both a platform to incentivise people to live healthier lives as well as a channel through which shared value is delivered. We are a proudly South African-born, global company with health, life and short term insurance operations in South Africa and the United Kingdom, and a presence in Germany, France, the United States, Canada, Australia, Singapore, Hong Kong, Philippines, Thailand, Malaysia, China and Japan through our Global Vitality Network. One way in which we uphold our promise of shared value is by being a positive disruptor that focusses on bringing about sustainable change in the lives of the people and communities we serve across the globe. Our values of leadership, honesty, innovation and fairness act as our compass, directing our business practices to take advantage of every opportunity while looking for ways to dazzle clients. Job Purpose The role of the Retentions Team leader at Vitality South Africa is to lead and motivate a team of high-performing retentions specialists, in order to reduce the number of lapsed memberships and drive up member engagement. Key Outputs may include but are not limited to: Manage the Retentions Inbound & Outbound Contact Centre and administration functions Daily distribution of leads Monitor work allocation in order to drive performance and meet the relevant KPIs Relationship building with staff to achieve objectives Drive results and solutions through the team Responsible for the performance management of staff Build the team and identify talent Monthly assessing (QA'ing) of calls Use innovation to continually improve retentions and to achieve continuous improvements in business efficiency Daily/ weekly/ monthly coaching of team members To drive a positive team morale, growth within the team. Manage staff recruitment and training needs and also ensure team resourcing is adequate at all times Provide accurate and timely reporting to relevant business areas regarding lapses, and retention activities Keeping abreast of best practice across the group, and globally. Education and Experience Matric - essential Minimum 1 year experience in a leadership role; Business degree advantageous Minimum of 1 year conservations experience - Advantageous Proficient in MS Office Advanced Office - advantageous Personal Attributes and Skills Passionate about Vitality, the Discovery group, and its strategic objectives Proven sales track record Retentions experience in a call centre environment Can lead and motivate a team Able to multitask and meet allocated deadlines daily Consistently meets deadlines Excellent interpersonal skills Excellent time management skills Results-focused & Target driven Sets the highest standards Takes initiative and works independently Provides others with clear direction Implements new and useful changes and ideas Accepts and tackles demanding goals and targets with enthusiasm Strong with numerical concepts and data analysis Excellent verbal and written communication skills Good formal presentation skills Good meeting and training skills Relationship building and Networking skills. Negotiation Skills