Bank DC Team Leader

About this role

Discovery Connect is the group’s direct sales channel, and it covers all product lines, including Discovery Bank. This Team Leader role is based at Discovery’s Sandton office. You will lead a telesales team that often makes the first contact a client has with Discovery.

What you’ll do

• Lead, manage and mentor a team of 11 to 13 telesales agents.
• Own the team’s overall sales targets and push the team to hit them consistently.
• Manage performance through regular coaching, and help each agent build a development plan as part of performance reviews.
• Review recorded calls for quality, and give agents clear feedback.
• Help with interviews and role-play sessions for new sales staff.
• Handle escalated client queries.
• Make sure the team takes part in the rewards and recognition programme, and keep communication open and engaging.
• Deal with poor performance and policy breaches in line with the company’s code of conduct.

What you need

• Grade 12 (essential).
• At least 4 years of inbound or outbound sales experience (essential).
• At least 3 years of team leader or leadership experience (essential).
• Computer literacy, especially in MS Office and Excel (essential).
• Regulatory exam and NQF 5 FAIS credits.
• A BCom or related degree (advantageous).
• Strong communication, interpersonal and leadership skills.
• Good problem-solving and decision-making skills, and the ability to handle complex situations.
• Strong time management and attention to detail.

Is this job for you?

This role suits an experienced sales leader who enjoys coaching people and keeping a team on target. You should be comfortable with numbers, quality checks and tough conversations. You should also care about building a positive team culture.

Tips before you apply

• Have your matric certificate and any FAIS credentials or regulatory exam results ready to upload.
• Show your years of inbound or outbound sales experience and your years of team leadership separately on your CV, with team sizes and targets met.
• Give concrete examples of coaching, performance management or quality review you have done, so the panel can see how you work with a team.