Team Leader - USA Campaign | Night Shift Coach

CXP are now part of the Huntswood Group; Wes-Kaap; Presencial; ZAR 360 000 - 480 000; Tempo integral

Resumo da oferta

Huntswood Group is seeking a Team Leader to guide and develop a US campaign support team from South Africa. This fixed term contract runs for 4 months with start dates in December, requiring flexibility to work USA hours (13:00–03:00 SAST) and overnight shifts. The role focuses on performance management, coaching, and delivering excellent customer experiences.

You will drive KPI achievement, manage attendance, and participate in projects while upholding Huntswood's values and standards.

Qualificações

• Matric / NQF4 equivalent is required.
• Clear HR records are required.
• 12 months tenure at Huntswood minimum.
• Experience leading teams is highly beneficial.
• Targets and KPIs should have been met for the past 3 months.
• Attendance 95% Year-to-Date.
• Extensive knowledge of HR block processes and procedures.
• Customer service leadership/SME in a call centre is advantageous.
• Must be able to work USA shifts between 3pm and 3am.
• Able to uplskill a team.

Responsabilidades

• Managing performance and achievement of team KPIs.
• Leave/absence management to ensure resourcing per SLA.
• Ongoing sales coaching provided to the team.
• Regular call listening for guidance and support.
• Team development planning (CPD, succession, career paths).
• Quality standards monitored with focus on CSAT.
• Address gaps in knowledge and skill as needed.
• Maintain customer experience with high standards.
• Participate in department projects and change activities.
• Timely responses to client queries.
• Prepare for client visits.
• Identify change initiatives with Ops Lead involvement.
• Collaborate with Business on wider organizational change initiatives.
• Complete all reports as per schedule.

Conhecimentos

Coaching

Upskill team

Continuous improvement

Operational knowledge

Prioritization of workload

Formação académica

Matric / NQF4 equivalent

Descrição da oferta de emprego

Huntswood Group is seeking a Team Leader to guide and develop a US campaign support team from South Africa. This fixed term contract runs for 4 months with start dates in December, requiring flexibility to work USA hours (13:00–03:00 SAST) and overnight shifts. The role focuses on performance management, coaching, and delivering excellent customer experiences.

You will drive KPI achievement, manage attendance, and participate in projects while upholding Huntswood's values and standards.