Team Leader

Concentrix - CA; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Team Leader to guide a team of agents in delivering exceptional healthcare-related customer support. This role is pivotal in ensuring compliance with healthcare standards while achieving performance targets. As a Team Leader, you will be responsible for coaching and developing your team, identifying performance issues, and fostering a collaborative environment. The ideal candidate will possess strong leadership skills and a passion for mentoring others, making a significant impact in a dynamic and supportive workplace. Join a company that values integrity, excellence, and teamwork.

Qualifications

• 1-2 years experience as a Team Leader or Deputy Team Leader.
• Experience in a medical or health-related contact center.

Responsibilities

• Supervise a team of call center associates and monitor performance.
• Coach team members to achieve performance metrics weekly.

Skills

Team Leadership

Performance Management

Communication Skills

Coaching

KPI Understanding

Education

Grade 12 / Matric

Tools

MS Office

CRM Tools

Job description

Job Title:

Team Leader

Job Description

The Team Leader is responsible for leading a team of agents who handle sensitive, regulated, and often complex healthcare-related queries. This role ensures the team delivers accurate, compliant, and empathetic customer support while meeting performance targets. The Team Leader plays a crucial role in agent development, performance management, and maintaining service excellence in line with healthcare standards and client expectations.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Grade 12 / Matric (Essential)
• Minimum 1–2 years in a Team Leader or Deputy Team Leader (Preferably in healthcare or insurance)
• Contact Centre experience in a medical or health-related campaign (Preferred)
• Understanding of KPIs and regulatory requirements (e.g. HIPAA)
• Proficiency in call centre systems, MS Office, and CRM tools
• Highly motivated individual with skills to develop and coach team members to achieve performance expectation
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

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 - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type:

Full time2025-06-02

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