Team Leader (US Shifts) Healthcare Durban

Salary: Market Related Job Type: Permanent Sectors: Call Centre Sales Reference: 197143 Job Type: Permanent Sectors: Call Centre Sales Reference: 197143 Sectors: Call Centre Sales Reference: 197143 Reference: 197143

Employer: Huntswood

Please be mindful before applying - This role will require applicants to work US shifts (Shifts between 3:00 PM to 3:00 AM SAST) 

Final note: The confirmed start date for this campaign is: 24 August 2026 - Please only submit application if you can accommodate this date. 

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 DescriptionManaging Performance and achievement of team KPIsLeave/ 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 cultureOngoing coaching provided to the advisors. Regular call listeningTeam professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)On going knowledge sharing activities to keep the team updatedMonthly 1-1s with team membersIdentify and nurture top talent within the team. Identify skills / knowledge gaps and independently address or escalate for assistanceAll 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 teamJob RequirementsMatric / NQF Level 4Minimum 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 systemsHigh attention to detailRequired SkillsAble to successfully upskill a team. Continuous improvementOperational KnowledgePrioritization of workloadInterview 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 BehaviourHuntswood’s employees are described as dependable, driven and collaborative.  The job holder should align to our 6 Fundamental Values:Bring Your “A” GameStrive For Greater  Enable and empower all employeesDo the right thingOwn itDeliver 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."