Team Leader (USA) - (Fixed term contract - 4 months)

Huntswood; Wes-Kaap; Sur place; ZAR 360 000 - 480 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Coaching

Upskill team

Continuous improvement

Operational knowledge

Prioritization of workload

Formation

Matric / NQF4 equivalent

Description du poste

In addition: This will be Fixed term contract - 4 months - start date: 21st and 28th December.

This role supports a USA campaign and requires flexibility to work shifts between 13:00 and 08:00 SAST, including overnight hours, in line with operational requirements.

Job Overview

A team leader guides, oversees, develops, and inspires his 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.

Job Responsibilities

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Ongoing sales coaching is provided to the team.
• 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 onan 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 / NQF4 equivalent
• Clear HR Records
• 12 months tenure at Huntswood minimum
• Experience in leading teams is highly beneficial
• Targets and KPI's should be met for the past 3 Months
• 95% Attendance YTD
• Extensive knowledge and exposure to HR Block Processes and procedures
• Work experience as a Customer Service Leader/SME in a Call Centre is advantageous
• Must be able to work USA shifts between 3pm and 3am
• Able to successfully upskill a team.
  

Required Skills

• 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."