Team Leader USA Healthcare

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in the customer service sector is seeking an experienced Customer Service Team Leader for their USA campaign. The successful candidate will guide a team to achieve performance goals and enhance customer satisfaction in a dynamic work environment. Responsibilities include team management, performance monitoring, and professional development. Candidates should have relevant experience in the international call center environment and be able to work USA shifts.

Qualifications

• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre.
• USA Healthcare Insurance/USA Financial Services experience is imperative.
• Must be able to work USA shifts between 2pm and 2am.

Responsibilities

• Managing performance and achievement of team KPIs.
• Extensive coaching experience to assist agents.
• Monitor quality standards with a focus on CSAT.

Skills

Sales Coaching

Continuous improvement

Operational knowledge

Prioritization of workload

Education

Matric / NQF Level 4

Job description

Job Overview
Are you an experienced customer service team leader with experience managing a team on a USA campaign?
The purpose of the role is to guide, oversee, develop, and inspire the team to achieve the goals that contribute to the growth of the department and wider organization. This is achieved by creating an environment that promotes positive communication, encourages bonding among team members, and drives a culture of high performance.
Job Responsibilities

• Managing performance and achievement of team KPIs
• Extensive coaching experience - ability to assist agents in improving call flow
• Navigate multiple systems
• Leave/Absence management ensuring required resourcing is available as per SLA
• Regular call listening to provide guidance and support
• Address team professional development with advisors (CPD, succession, career pathing, etc.)
• Monitor quality standards with a focus on CSAT
• Take necessary actions to address knowledge and skill gaps
• Reinforce high customer experience standards with the team regularly
• Participate in department projects and change activities
• Implement actions from business-related projects
• Respond promptly to client queries and communication
• Prepare for client visits
• Identify beneficial change initiatives with your Ops Lead for your team or department
• Partner with Business on wider organizational change initiatives when invited
• Complete all reports as per department schedule/client requirements (daily, weekly, monthly)

Job Requirements

• Matric / NQF Level 4
• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is imperative
• USA Healthcare Insurance/USA Financial Services experience is imperative
• Extensive experience navigating multiple systems
• Strong technical problem-solving skills
• High attention to detail
• Must be able to work USA shifts between 2pm and 2am

Required Skills

• Sales Coaching
• Able to successfully upskill a team
• Continuous improvement
• Operational knowledge
• Prioritization of workload

Core Behaviour

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."