Team Leader-Customer Service

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a passionate Team Leader to inspire and guide teams towards success. This role involves managing team performance, ensuring alignment with company culture, and fostering professional development. You will be pivotal in driving change initiatives and motivating team members to excel in their roles. If you are a dependable and driven individual with strong leadership and communication skills, this opportunity allows you to make a significant impact while nurturing talent and enhancing team dynamics.

Qualifications

• Minimum 2 years of experience as a Team Leader managing UK clients.
• At least 1 year managing FSP/insurance campaigns is imperative.

Responsibilities

• Manage performance and achievement of team KPIs.
• Provide ongoing coaching to advisors.
• Organize ongoing knowledge sharing activities.

Skills

Business Processes Understanding

Planning Skills

Leadership Skills

Analytical Skills

Conflict Resolution Skills

Communication Skills

Time Management

Coaching Skills

Motivational Skills

Relationship-Building 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 :

1. Manage performance and achievement of team KPIs.
2. Handle leave and absence management to ensure required resourcing as per SLA.
3. Attend to disciplinary and HR-related matters in line with company policies and protocols.
4. Maintain team motivation.
5. Plan and implement rewards and incentives regularly.
6. Ensure the employee experience aligns with HW culture.
7. Provide ongoing coaching to advisors.
8. Conduct regular call listening sessions.
9. Support team professional development through conversations on CPD, succession planning, and career pathing.
10. Organize ongoing knowledge sharing activities to keep the team updated.
11. Hold monthly one-on-one meetings with team members.
12. Identify and nurture top talent within the team.
13. Identify skills and knowledge gaps and address or escalate as needed.
14. Complete all necessary reports according to department schedules and client requirements.
15. Drive change initiatives and ensure desired outcomes within the 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 and policies.
• Planning and leadership skills.
• Analytical and conflict resolution skills.
• Strong communication and listening skills.
• Ability to run effective meetings.
• Goal and target orientation.
• Self-management capabilities.
• Coaching and developmental skills.
• Ability to provide learning opportunities in daily work.
• Motivational skills to help team achieve personal and professional goals.
• Effective time management.
• Structured approach to work.
• Ability to provide constructive feedback.
• Relationship-building skills.

Core Behaviour :

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