Team Leader-Customer Service

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a skilled Team Leader to inspire and manage a dynamic team. This role involves overseeing performance, ensuring team motivation, and driving professional development. The ideal candidate will possess strong leadership qualities and a passion for fostering a collaborative environment. With a focus on achieving KPIs and enhancing the employee experience, you will play a pivotal role in shaping the team's success. Join a forward-thinking company that values dependability and collaboration, and make a significant impact in a vibrant workplace.

Qualifications

• 2+ years of experience as a Team Leader managing UK clients.
• Experience managing FSP/insurance campaigns is imperative.

Responsibilities

• Manage team performance and achievement of KPIs.
• Conduct regular coaching and development sessions.
• Drive change initiatives to ensure desired outcomes.

Skills

Leadership

Analytical skills

Conflict resolution

Strong communication skills

Time management

Coaching and developmental skills

Goal and target orientation

Planning

Self-management

Reporting and feedback skills

Education

National Senior Certificate - Grade 12

Job description

Job Description

We are looking for an experienced Team Leader with the right talent and skills to lead our teams.

Job Responsibilities

• Managing performance and achievement of team KPIs
• Leave/absence management ensuring required resourcing is available as per SLA
• Attending to disciplinary & HR-related matters in line with company policy and protocols
• Maintaining team motivation
• Planning and implementing rewards & incentives on an ongoing basis
• Ensuring the employee experience aligns with the HW culture
• Providing ongoing coaching to advisors
• Conducting regular call listening sessions
• Considering team professional development and facilitating conversations on CPD, succession, career pathing, etc.
• Engaging in ongoing knowledge sharing activities to keep the team updated
• Conducting monthly 1-1 meetings with team members
• Identifying and nurturing top talent within the team
• Identifying skills and knowledge gaps and addressing or escalating them as needed
• Completing all necessary reports in line with department schedules and client requirements (daily, weekly, monthly)
• Driving change initiatives to ensure desired outcomes within your team

Job Requirements

• National Senior Certificate - Grade 12
• Minimum 2 years of experience as a Team Leader managing UK clients
• At least 1 year managing FSP/insurance campaigns is imperative

Skills Required

• Understanding of business processes & policies
• Planning
• Leadership
• Analytical skills
• Conflict resolution
• Strong communication skills
• Active listening
• Effective meeting management
• Goal and target orientation
• Self-management
• Coaching and developmental skills
• Ability to provide learning opportunities in everyday work
• Motivating teams to achieve personal and professional goals
• Time management
• Structured approach
• Reporting and feedback skills
• Relationship building

Core Behaviours

Huntswood’s employees are dependable, driven, and collaborative. The job holder should align with 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.