Team Leader

Webhelp Enterprise; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading global BPO provider is looking for a Team Leader to manage a healthcare campaign in Cape Town. This role involves coaching a team of agents, monitoring their performance, and ensuring compliance with industry standards. Ideal candidates will have contact centre experience and strong people management skills. The position requires working US hours and offers leadership development opportunities.

Benefits

Leadership development

Exposure to cross-functional operations

Healthcare campaign training

Qualifications

• 1–2 years Team Leader or Senior Agent experience in a contact centre.
• Health insurance or healthcare campaign experience preferred.
• Strong understanding of key metrics: AHT, ASA, CR%, CES, FCR.

Responsibilities

• Lead, coach, and support a team of front-line agents.
• Monitor performance against KPIs.
• Manage escalations and customer resolution.
• Drive coaching cadences and own individual development plans.

Skills

Strong people management

Contact centre experience

Coaching skills

Performance monitoring

Job description

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Job Title

Team Leader

Job Description

Are you ready to lead from the front on a campaign that truly makes a difference? We are looking for a Team Leader to join our healthcare operations team, supporting a US-based health insurance client.

This is a high-impact leadership role ideal for someone with strong people management skills, contact centre experience, and a passion for delivering service excellence in a regulated industry.

Key Responsibilities

• Lead, coach, and support a team of front-line agents handling health insurance-related queries
• Monitor performance against KPIs including CES, AHT, QA, and Schedule Adherence
• Drive coaching cadences and own individual development plans
• Manage escalations, customer resolution processes, and ensure compliance with HIPAA and CMS-aligned protocols
• Partner with QA, WFM, and Training teams to maintain service consistency and support ramp periods
• Lead with empathy and accountability during high-pressure volume periods (e.g. Open Enrollment, Annual Enrollment Period)
  
  

Candidate Profile

• Requirements
• Minimum 1–2 years Team Leader or Senior Agent experience in a contact centre environment
• Health insurance or healthcare campaign experience preferred
• Strong understanding of key metrics: AHT, ASA, CR%, CES, FCR
• Willing and able to work US hours, including occasional weekends during peak cycles( to be confirmed based on the Line of Bussiness)
• Strong people management, coaching, and reporting skills
  
  

Career Level Description

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

What We Offer

• Leadership development and exposure to cross-functional operations
• The opportunity to grow within a global, future-focused BPO environment
• Access to healthcare campaign training and certification pathways
  
  

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements

Time Type:

Full time2025-07-21

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