Call Centre Team Leader

2 weeks ago


Durban, KwaZulu-Natal, South Africa Health Solutions Full time

Introduction


Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value.

We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.


Role Purpose


Management of individual and team performance and to provide an effective and efficient service to clients within service level agreements in the Call Centre.


Requirements:

  • Matric
  • Relevant Tertiary Qualification will be an advantage
  • 2 to 3 years leadership experience will be an added advantage
  • 2 to 3 years Industry experience.
  • Knowledge of the Oracle systems will be an advantage
  • Knowledge of the healthcare industry
  • Client service experience in the medical aid environment will be an advantage
  • Knowledge of Momentum Medical Scheme will be an advantage

Duties & Responsibilities

  • Ensure timeous resolution of all queries and problems escalated.
  • Implementation of mechanisms to maintain and improve client service.
  • Manage individual performance and provide appropriate training and coaching where necessary.
  • Contribute to the development of plans and process within area.
  • Manage the achievement of service standards in line with service level agreements.
  • Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement.
  • Effectively manage all daytoday team activities and escalations.
  • Maintain effective and efficient record keeping on the relevant system.
  • Conduct regular engagement with team members in order to cascade information and team objectives.
  • Build a capacitated team through innovative hiring and training techniques
  • Make recommendations to optimise the function and service delivery.
  • Collaborate with relevant teams by sharing best practices and knowledge to enhance service delivery.
  • Analyse team performance through various statistical and reporting methods and engage with team to increase quality and client satisfaction.
  • Manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets.
  • Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
  • Develop processes and procedures to increase effectiveness and quality of services provision, and to develop proactive ongoing improvement initiatives.
  • Provide efficient administration services through careful and timeous planning, reporting and updating of all related information.
  • Track, control and influence activities with the specific aim to increase and improve operational efficiencies
  • Cultivate and manage working relationships with a variety of stakeholders.
  • Review and present as required, periodic performance reports related to your team and resources.

Competencies

  • Business Acumen
  • Client/Stakeholder Commitment
  • Drive for Results
  • Leads Change and Innovation
  • Motivating and Inspiring Team
  • Collaboration
  • Impact and Influence
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Growing Talent


  • Durban, KwaZulu-Natal, South Africa Educor Full time

    Call Centre Collections Team Leader (JB3674): Durban, Kwa Zulu Natal - Accounting/FinanceCall Centre Collections Team Leader (JB3674)DurbanMarket RelatedAs a Call Centre Collections Team Leader for Corporate Accounts, you will play a crucial role in managing and motivating a team of collections agents to achieve targets and maintain high levels of customer...

  • Quality Team Leaders

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Synergy Contact Centre Full time

    We are recruiting for QA Team Leaders - Nightshift You MUST have International experience within a call centre environment MUST have QA Team Leader experience Energy (Gas &Electric ) experience advantageousWe offer: Basic Salary Performance bonus Permanent Contract of employment AND more.Salary: From R9,000.00 per monthAbility to commute/relocate: Durban,...

  • Call Centre

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Pronto Labour Team Full time

    Calling on CALL CENTRE or DIRECT MARKETING Staff with Excellent References AND Good Track record who wants a change of Career - Training will be provided in Executive Sales MOTOR DEALERSHIP Industry -Durban area, KZNCALL CENTRE/DIRECT MARKETING Agents to be trained in the MOTOR DEALERSHIP as Sales Executive MUST have Excellent Track record with...


  • Durban, KwaZulu-Natal, South Africa Universal Call Centre Pty Ltd Full time

    Local and International sales agentsDo you have Call centre sales experience?Are you looking for a better opportunity to earn more commission ?We are hiring for various sales campaigns at UCCRequirements: 6 months call centre sales experienceSales driven, self-motivated, well spokenMatric / NQF level 4We offer:- Basic plus excellent comm structure- Food...

  • Call Centre Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Educor Full time

    Call Centre Manager (National/Sales/Campaigns) ( JB3169): Durban, Kwa - Zulu Natal - SalesCall Centre Manager (National/Sales/Campaigns) ( JB3169)DurbanMarket RelatedCall Centre Manager (National/Sales/Campaigns) will be responsible for leading the team of team leaders and call centre sales representatives at various call centres in Johannesburg, Durban and...

  • Call Centre Agent

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Synergy Contact centre Full time

    Synergy Contact centre is seeking agents with who has a minimum of 1 year contact centre experience in the below divisions:International(USA/UK) Customer Service Experience is a must Gas &Electric Experts Debt Collections Worked in Retail Campaigns within the Call Centre.We offer: R5250 Basic Salary Tenured Attandance Bonus up to R1500.00 Commission...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa MyCalling Full time

    Team LeaderAre you ready to take the next step in your career?The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client's contractual obligations.What would make you a good fit for this role? Must be willing and able to work in a shifted...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Online Financial Advisor Full time

    Universal Call Centre is looking for exceptional Sales team leaders who are innovative, attentive and nurturing with magnificent leadership skills to join our family.Time:Great working hours, as you have more time to spend with family.Monday - Friday (NO WEEKENDS)07:45 AM - 18:00 PMBenefits:Attractive Basic Salary with uncapped commissionIncentivesSupportive...


  • Durban, KwaZulu-Natal, South Africa Synergy Contact Centre Full time

    We are a people focused business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all of our people within the business. Our highly engaged environment...

  • Call Centre Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Neema Financial Services Full time

    Job Advert: Call Centre Manager with 2 Years of ExperienceAre you an experienced and dynamic Call Centre Manager with a proven track record of success? We are currently seeking a highly motivated individual to lead our call centre team as a Call Centre Manager.Responsibilities: Manage and oversee the daily operations of the call centre, ensuring efficient...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Webhelp Full time

    Job AdvertIf you're a people's person with a passion for communication, someone who is always willing to go that extra mile to help others an exceed customer's expectations then this role is written for youWe're on the lookout for a can-doer who values the importance of team playing to step up as a Team Leader in our vibrant Durban office, working on an...

  • Call Centre Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa The Faculty Full time

    Job Title: Call Centre ManagerLocation: Umhlanga, Durban South AfricaExperience: 7-10 years in a Call Centre EnvironmentAbout Us:The Faculty is a dynamic and rapidly growing company based in Durban South Africa. We are seeking an experienced Call Centre Manager to lead our customer-centric team. We pride ourselves on delivering exceptional service to our...

  • QA Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Centrevo Full time

    NOW HIRINGQUALITY ASSURANCE TEAM LEADER FOR A USA CAMPAIGNREQUIREMENTS:- 3 years Quality Assurance Experience gained in management roles (T.Leader / Manager) within omni channel contact centre environments (min)- 2-3 years USA/International call centre sales campaign experience:Leading teams of in excess of 10 people (min) performing above activity:- Strong...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Webhelp Full time

    Job AdvertIf you've been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off.We're expanding our team of game-changers at Concentrix and we're on the lookout for determined individuals who value the importance of team playing to step...


  • Durban, KwaZulu-Natal, South Africa Mr Price Group Full time

    _your purpose_The Team Leader is responsible for managing a team of associates to ensure that operational targets are met while ensuring an excellent customer experience._ key responsibilities_- Leadership & People Management:Manages a team of call centre agents to ensure that departmental targets are achieved through excellent customer experience, making...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Webhelp Full time

    Job AdvertAt Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised.You've been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off.We're on the lookout for a determined individual who...

  • Call Centre Agent

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Freerecruit Full time

    Decide on financial transactions within mandate Reduce/ maintain turnaround of claims Maintain non-motor and own damage claims service effectively Ensure ALL calls are answered according to Contact Centre standardsJob RequirementsContact Centre experienceBilingual (must be able to speak Afrikaans)Team workClient orientationCommunication skillsPlanning &...


  • Durban, KwaZulu-Natal, South Africa Talksure Pty Ltd Full time

    We are looking for exceptional, highly motivated, Target driven and experienced Team Leaders to work for an Award winning Call Centre in KZN. If you are looking for Career Growth, fantastic salaries and great working hours then Talksure is the Place for you.Duties and ResponsibilitiesEffectively manage a team with regards to:AttendanceMeeting TargetsTime...

  • Team Leader

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Webhelp Full time

    Customer Service/SupportLocation Durban, South AfricaLanguage English***Job Advert: If you've been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off.We're expanding our team of game-changers at Concentrix and we're on the lookout...

  • Call Centre Operator

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Konig Digital LTD Full time

    Position: Call Centre OperatorCompany Overview:Raiden Global is a leading global provider of innovative solutions in the field of technology and communications. We are committed to delivering exceptional customer service and are looking for a highly motivated Call Centre Operator to join our team.Job Summary:As a Call Centre Operator, you will be responsible...