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, 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
• Extensive coaching experience -Ability to assist agents to improve on Call flow
• Navigate multiple systems
• Leave/ Absence management ensuring required resourcing is available as per SLA.

• 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 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
• 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
Huntswoods 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."