Team Leader - Contact Centre - Hc

Boomerang Marketing; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to advance their leadership career in the Health Care sector. This role involves motivating a talented team, ensuring service excellence, and addressing queries while supporting professional growth. The successful candidate will thrive in a fast-paced environment, demonstrating strong leadership, accountability, and customer focus. With opportunities for career growth and a supportive work environment, this position is perfect for those passionate about driving results in customer service on a global scale.

Benefits

Competitive salary

Career growth opportunities

Supportive work environment

Professional development focus

Qualifications

• 3+ years of Team Leader experience in BPO operations management.
• Strong leadership and interpersonal skills required.

Responsibilities

• Motivate and empower a team to achieve exceptional results.
• Ensure service excellence and manage performance against KPIs.

Skills

Leadership Skills

Interpersonal Skills

Accountability

Customer Focus

Report Writing

Target Driven

Communication Skills

Education

Grade 12 Certificate

Tertiary Qualification in a Related Field

Tools

Hyperion

ABAP

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 Health Care 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 of your team.
8. Monitor and drive individual and team performance usually against a set of key performance indicators (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 remains throughout.
11. Identify and address any people issues and be a pillar of support for your team members.
12. Train your team members to identify cross-sell and upsell opportunities where needed.
13. Contribute to overall customer experience by promoting awareness of any company-wide customer experience initiative.

Requirements:

1. Grade 12 Certificate with English and Mathematics/Literature.
2. Minimum 3 years proven Team Leader experience in contact centre (BPO) operations management or related roles.
3. Leadership experience in the Health Care Industry would be advantageous.
4. Tertiary qualification in a related field (advantageous).
5. Good interpersonal skills.
6. Ability to take accountability and responsibility for your team's performance.
7. Well organized and numbers/target-driven.
8. Report writing which contains performance levels to management.
9. Customer-focused, employee-focused, and people management.
10. South African Citizen.
11. Own Transport (Advantageous).
12. Ability to work 24/7 rotational shifts.
13. High proficiency in English Language (Read, Write, and Speak).
14. Criminal Clearance.

Competitive salary and benefits package.

Opportunities for career growth and advancement.

A dynamic supportive work environment with a focus on professional development.

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

Minimum 6 months+ experience in the Industry. Leadership Experience Mandatory. Healthcare Related experience Advantageous. Criminal Clearance. SA Citizen. Ability to work rotational shifts - Monday to Sunday (24/7). The role requires your reliability, flexibility, professionalism, great verbal & written English communication skills, and a friendly "can do" attitude. The successful candidates will be able to cope with multi-tasking in a fast-paced, demanding environment.

Key Skills:

Hyperion, Acquisition, Asset, ABAP, Basic, Activex