Team Leader USA Healthcare

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a dynamic team leader to guide and inspire a dedicated group in achieving departmental goals. This role focuses on fostering a high-performance culture through effective communication and team bonding. The ideal candidate will have a strong background in customer service leadership, particularly within the USA healthcare or financial services sectors. Join a forward-thinking organization that values collaboration and continuous improvement, where your leadership will directly impact the team's success and customer satisfaction. If you're passionate about developing talent and driving results, this opportunity is perfect for you.

Qualifications

• 2 years experience as a Customer Service Leader in a Call Centre is required.
• Experience in USA Healthcare Insurance/Financial Services is essential.

Responsibilities

• Manage team performance and ensure achievement of KPIs.
• Provide ongoing sales coaching and support to team members.
• Monitor quality standards and focus on customer experience.

Skills

Sales coaching

Team upskilling

Continuous improvement

Operational knowledge

Workload prioritization

Education

Matric / NQF Level 4

Job description

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 drives 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, etc.).
• 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 on an 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 / NQF Level 4.
• 2 years experience as a Customer Service Leader in a Call Centre is imperative.
• Must have 2 years USA Healthcare Insurance/USA Financial Services experience.
• Must be able to work USA shifts between 3pm and 3am.

Required Skills

• Sales 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."