About this role
Team Leader
We are looking for a Team Leader with the right talent and skills to lead our teams.
The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.
Job Description
- Managing Performance and achievement of team KPIs
- Leave/ Absence management ensuring required resourcing is available as per SLA.
- Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
- Maintains team Motivation.
- Rewards & Incentives are planned and implemented on an ongoing basis.
- Ensure that the employee experience is consistent with the HW culture
- Ongoing coaching provided to the advisors.
- Regular call listening
- Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
- On going knowledge sharing activities to keep the team updated
- Monthly 1-1s with team members
- Identify and nurture top talent within the team.
- Identify skills / knowledge gaps and independently address or escalate for assistance
- All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
- Drive change initiatives ensure it as the desired outcome within your team
Job Requirements
-
Matric / NQF Level 4
-
-
Minimum of 2 years' experience as a Team Leader, supporting a USA Healthcare Line of Business (LOB).
-
-
Proven experience in end-to-end customer service management within an international omnichannel contact centre environment.
-
-
Extensive experience Navigating multiple systems
-
High attention to detail
-
Required Skills
- Able to successfully upskill a team.
- Continuous improvement
- Operational Knowledge
- Prioritization of workload
Interview Process:
-
The selection process will include an initial CV screening against the role requirements. Shortlisted candidates will then participate in an interview with a Talent Specialist, followed by a final interview with the Head of Delivery.
-
This will focus on a review of experience, behavioural capability, and competency‑based questions.
-
Core Behaviour
-
Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:
-
Bring Your “A” Game
-
Strive For Greater
-
Enable and empower all employees
-
Do the right thing
-
Own it
-
Deliver unbelievable service
-
"It's not just about what we do, but the way we do it. And it's our values that make us special."