ESure Team Leader - Durban (Open to ESure Candidates only)

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading customer service provider in KwaZulu-Natal is seeking a Team Leader to manage performance, coach team members, and ensure a positive employee experience. The ideal candidate will have the National Senior Certificate and experience in leadership and team management. This full-time role focuses on driving team KPIs and developing employee potential within a supportive culture.

Qualifications

• Must have coaching, SME or TL experience.
• Current experience working on the ESure campaign.
• Successful history as an Agent on a broad spectrum of metrics.

Responsibilities

• Managing Performance and achievement of team KPIs.
• Disciplinary & HR related matters attended to as per company policy.
• Monthly 1-1s with team members.

Skills

Understanding of Business processes & policies

Planning

Leadership

Analytical

Conflict resolution

Strong communication

Motivation

Coaching

Education

National senior certificate-Grade 12

Job description

Job Description

We are looking for a Team Leader with the right talent and skills to lead our teams to join our team in Durban.

Job Responsibilities

• 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

• National senior certificate-Grade 12
• Must have coaching, SME or TL experience
• Current experience working on the ESure campaign
• Successful history as an Agent on a broad spectrum of metrics.

Skills Required

• Understanding of Business processes & policies
• Planning
• Leadership
• Analytical
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal/ Target Orientated
• Self -managed
• Coaching
• Developmental
• Provides learning opportunities in everyday work.
• Motivate team to achieve personal and professional goals.
• Able to manage time well
• Structured approach
• Report Feedback
• Relationship Building

CoreBehavior

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."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.