Team Leader - DWTS Outbound

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

• Analyse pitch rates and identify patterns or reasons for client non-attendance.
• Collaborate with other departments to address scheduling or communication challenges impacting attendance.

3. Call Quality & Compliance

• Conduct call monitoring and provide feedback to ensure professionalism, accuracy, and compliance with scripts and company standards.
• Ensure all data is accurately captured and maintained in LMS systems.
• Maintain adherence to company policies and call centre procedures.

4. Reporting & Analysis

• Prepare and deliver daily and weekly performance reports (calls made, appointments booked, conversions).
• Track and analyse team performance metrics to identify trends and improvement areas.
• Recommend and implement strategies to improve team results and client pitch rates.

5. Training & Development

• Identify skill gaps within the team and coordinate ongoing training.
• Support new agents through onboarding, coaching, and shadowing programs.
• Foster a culture of continuous improvement and accountability.

Key Performance Indicators (KPIs):

• Daily call targets achieved per agent.
• Appointment booking conversion rate.
• Client pitch attendance rate (% of clients who attend appointments).
• Sales or conversion rate from attended appointments.
• Quality and compliance audit scores.
• Agent retention and engagement levels.

 Job / Role Requirements

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.