Team Leader (US Shifts) Healthcare KwaZulu-Natal

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.

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

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

Able to successfully upskill a team.

Operational Knowledge Prioritization of workload