Team Leader Coach - Retentions

About the role

Discovery Vitality is looking for a dynamic Team Leader Coach to head its Retentions Contact Centre in South Africa. The role focuses on reducing membership lapses and boosting member engagement by leading a high‑performing team of retention specialists.

Key responsibilities

• Manage inbound and outbound contact‑centre operations and related administration.
• Distribute leads daily and monitor work allocation to meet KPIs.
• Build strong relationships with staff to achieve performance targets.
• Conduct performance management, coaching and monthly quality‑assurance of calls.
• Recruit, train and retain talent, ensuring adequate resourcing at all times.
• Drive continuous improvement and innovation in retention processes.
• Prepare accurate, timely reports on lapses and retention activities.
• Stay updated on best practices locally and globally.

Required profile

• Matriculation (high school) qualification – essential.
• Minimum 1 year experience in a leadership role; business degree advantageous.
• At least 1 year experience in retention or customer conversations – advantageous.
• Proficient in Microsoft Office; advanced Office skills considered a plus.

Required skills

• MS Office