HealthyCompany Care Team Leader

About the role

The HealthyCompany Care Team Leader will lead the Healthy Company service team within Discovery Corporate & Employee Benefits. Reporting to the Operations Manager, the role ensures the team meets operational, production and quality targets while delivering excellent service to internal and external customers.

Key responsibilities

• Manage and develop a team of coaches and Customer Relationship Managers on a daily basis.
• Set performance targets, monitor quality, sentiment and productivity metrics, and drive corrective actions.
• Design and maintain the operational framework, including KPIs, reporting structures and workforce management processes.
• Handle escalated customer calls and act as the final resolution point before involving senior management.
• Collect ground‑level performance data to inform operational strategy and ensure service level agreements are met.
• Identify talent, create development plans for high‑potential staff and foster a culture of trust and collaboration.

Required profile

• Proven experience in people management and team development, preferably in a call‑center or service environment.
• Strong analytical mindset with the ability to interpret performance data and implement improvements.
• Excellent communication and stakeholder management skills.
• Ability to multitask, meet deadlines and manage capacity pressures.

Required skills