Team Leader - Contact Centre - HC

Job Description

Advance your leadership career with a dynamic internationally recognized BPO company based in Cape own. We are seeking a dynamic Team Leader with a passion for the Health Care Industry.

Brief Responsibilities

Brief responsibilities:

Motivate and empower a talented team to achieve exceptional results

Ensure the smooth running of day-to-day team activities, ensuring service excellence in accordance with client specifications and

turnaround times.

Support management in proactively addressing queries, concerns and process improvements.

Ensure performance management reviews and support your team's professional growth.

Lead calibration sessions and morning huddles to inform your team about their objectives and expected targets.

Support Quality Assurance in always strive to service excellence

Support the team with call escalations and provide ongoing coaching and development of your team

Monitor and drive individual and team performance, usually against a set of key performance indicators (KPIs)

Prepare reports for your Line Manager on performance against these KPIs

Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout

Identifying and addressing any people issues, and being a pillar of support for your team members

Training your team members to identify cross-sell and upsell opportunities where needed

Contribute to overall customer experience by promoting awareness of any company-wide customer experience initiative

Support Line Manager in effective resource planning

Requirements

Requireme nts

v Grade 12 Certificate with English and Mathematics/Lit

v Min 3+ years proven Team Leader experience in contact centre (BPO) operations management or related roles

v Leadership experience in the Health Care Industry would be advantageous

v Tertiary qualification in related field (advantageous)

v Good interpersonal skills

v Ability to take accountable and responsible for your teams performance.

v Well organized and numbers/target-driven

v Report writing which contains performance levels to management

v Customer focused, employee focused and people management

v South African Citizen

v Own Transport (Advantageous)

v Ability to work 24/7 rotational shifts

v High proficiency in English Language (Read, Write and Speak)

v Criminal Clear

Benefits

Competitive salary and benefits package.

Opportunities for career growth and advancement.

A dynamic, supportive work environment with a focus on professional development.

Join a company committed to delivering excellence and driving results in customer service on a global scale.