Team Leader

Huntswood; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading BPO service provider in Durban is seeking an experienced Team Leader to oversee workstreams within financial services. Responsibilities include managing team performance, providing coaching, and maintaining quality standards. The ideal candidate has 2 years of leadership experience and knowledge in utilities, banking, or insurance. Join our team to drive performance and inspire team members in a high-energy environment.

Qualifications

• 2 years of Team Leader experience.
• Experience in utilities, banking, insurance, or collections is highly advantageous.
• Strong technical problem-solving skills.
• High attention to detail.

Responsibilities

• Manage performance and achievement of team KPIs.
• Extensive coaching to improve agents' call flow.
• Leave/absence management.
• Regular call listening to provide guidance.
• Monitor quality standards with a focus on CSAT.

Skills

Sales Coaching

Ability to upskill a team

Continuous improvement

Operational Knowledge

Prioritization of workload

Education

Matric / NQF Level 4

Job description

Role Overview

We're looking for prolific Team leaders within the BPO space to support on workstreams within Financial Services, Utilities, Banking and Insurance.

This will be supporting any one of the following functions:

• General Service
• Sales: Both inbound/outbound
• Retention and Loyalty
• Complaints

The purpose of the role is to guide, oversee, develop, and inspire the team to achieve the goals that contribute to the growth of the department and wider organization, they do this by creating an environment that promotes positive communication, encourages bonding of team members, and drive a culture of high performance.

Responsibilities

• Managing Performance and achievement of team KPIs
• Extensive coaching experience -Ability to assist agents to improve on Call flow
• Navigate multiple systems
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Regular call listening to provide guidance and support.
• Team professional Development is considered and addressed with the advisor (CPD, succession, career pathing, ect)
• Quality Standards are monitored on an ongoing basis with particular focus on CSAT.
• Necessary actions are taken to address gaps (knowledge & skill).
• A continued focus on customer experience by re-integrating on an ongoing basis with the team the high standards expected.
• Participate in department related projects and change activities.
• Execute actions arising from business related projects.
• Timeously responding to queries and communication from the client
• Prepare adequately for client visits
• In conjunction with your Ops Lead identify change initiatives which could benefit your team or wider department
• When invited partner with Business on wider organizational change initiatives.
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)

Job Requirements

• Matric / NQF Level 4
• 2 years Team Leader
• Experience in utilities/banking/insurance/collections is highly advantageous
• Strong technical problem solving skills
• High attention to detail

Required Skills

• Sales Coaching
• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

Core Behaviour

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."