Team Leader - Contact Centre - Hc

Boomerang Marketing Sa; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is looking for a dynamic Team Leader to enhance their contact centre operations in the Healthcare sector. This role offers the chance to lead a talented team, ensuring exceptional service delivery while fostering a positive and customer-focused environment. With opportunities for career growth and a supportive work culture, you'll be instrumental in driving results and achieving excellence in customer service. If you have a passion for leadership and a commitment to professional development, this position is perfect for you.

Benefits

Competitive salary and benefits package

Opportunities for career growth

Supportive work environment

Qualifications

• 3+ years of experience in a contact centre leadership role.
• Strong focus on team performance and customer satisfaction.

Responsibilities

• Motivate and empower the team to achieve exceptional results.
• Monitor performance against KPIs and prepare reports for management.
• Support team development through coaching and training.

Skills

Team Leadership

Interpersonal Skills

Performance Management

Customer Focus

Report Writing

Education

Grade 12 Certificate

Tertiary Qualification in Related Field

Job description

Join to apply for the Team Leader - Contact Centre - HC role at Boomerang BPO

Job Description

Advance your leadership career with a dynamic, internationally recognized BPO company based in Cape Town.

We are seeking a dynamic Team Leader with a passion for the Healthcare Industry.

Brief Responsibilities

1. Motivate and empower a talented team to achieve exceptional results.
2. Ensure the smooth running of day-to-day team activities, ensuring service excellence in accordance with client specifications and turnaround times.
3. Support management in proactively addressing queries, concerns, and process improvements.
4. Ensure performance management reviews and support your team's professional growth.
5. Lead calibration sessions and "morning huddles" to inform your team about their objectives and expected targets.
6. Support Quality Assurance in always striving for service excellence.
7. Support the team with call escalations and provide ongoing coaching and development.
8. Monitor and drive individual and team performance against KPIs.
9. Prepare reports for your Line Manager on performance against these KPIs.
10. Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude.
11. Identify and address any people issues, being a pillar of support for your team members.
12. Train team members to identify cross-sell and upsell opportunities where needed.
13. Contribute to overall customer experience by promoting awareness of company-wide initiatives.
14. Support Line Manager in effective resource planning.

Requirements

• Grade 12 Certificate with English and Mathematics / Lit.
• Minimum 3+ years proven Team Leader experience in contact centre (BPO) operations or related roles.
• Leadership experience in the Healthcare Industry is advantageous.
• Tertiary qualification in a related field is advantageous.
• Good interpersonal skills.
• Ability to take accountability and responsibility for team performance.
• Well organized and target-driven.
• Proficient in report writing with performance insights for management.
• Customer-focused, employee-focused, and skilled in people management.
• South African Citizen.
• Own Transport is advantageous.
• Ability to work 24/7 rotational shifts.
• High proficiency in English (Read, Write, Speak).
• Criminal Clearance.

Benefits

• Competitive salary and benefits package.
• Opportunities for career growth and advancement.
• A dynamic, supportive work environment focused on professional development.

Join a company committed to delivering excellence and driving results in customer service on a global scale.