Team Leader (USA Shifts)

CXP are now part of the Huntswood Group; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global customer service provider is seeking a Team Leader to drive superior customer service performance. The role involves managing team KPIs, ensuring leave management, and providing ongoing coaching. Ideal candidates should have strong leadership and communication skills and be able to motivate teams to achieve their goals. This position requires working US-based shifts.

Qualifications

• Experience in managing team KPIs and performance.
• Ability to maintain motivation and team morale.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Lead and manage team performance to meet KPIs.
• Ensure effective leave and absence management.
• Conduct regular coaching and professional development.

Job description

Please note: This will be working US based shifts (Shifts between 2pm-5am), this will be working a 5 day week which will include weekends (please be fully mindful of this before applying).

We are looking for a Team Leader with the right talent and skills to lead our teams.

The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Job Description

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Key Competencies

• Understanding of Business processes & policies
• Planning
• Leadership
• Analytical
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal/ Target Orientated
• Self -managed
• Coaching
• Developmental
• Provides learning opportunities in everyday work.
• Motivate team to achieve personal and professional goals.
• Able to manage time well
• Structured approach
• Report Feedback
• Relationship Building

Behavior / Characteristics

• People Positive
• Fair
• Approachable
• Good communicator
• Solutionist
• Role model Huntswood Culture & values
• Set clear expectations.
• Integrity
• Takes responsibility and accountability for the teams output
• Inspirational
• knowledge Sharing
• Provide Guidance & Support
• Good communication (written and verbal )
• Able to span/ network with ease.
• Collaboration
• Proactive
• Confident