Team Leader

5 months ago

Cape Town, South Africa Huntswood Full time

**Job Overview**:
As a team leader, you will lead, monitor, and inspire a group of advisors to achieve set goals that contribute to the growth of the department and wider organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and drive a culture of high performance. 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.

**Responsibilities**:

- 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

***Job Requirements**:

- A minimum of Matric/NQF 4 qualification is essential
- At least 1 year of experience as a team leader overseeing a team of customer service advisers

**Skills Required**:

- BPO industry experience is essential
- Coaching and development
- Motivate team to achieve personal and professional goals.
- Adaptable and influential
- Provide Insights / trend reports
- Determine outcome of the activity
- Understanding of Business processes & policies
- Planning skills
- Leadership skills
- Analytical skills
- Conflict resolution
- Strong communication
- Listens to understand
- Run effective meetings
- Goal/ Target Orientated
- Self -managed

**Preferred Skills**:

- Experience in the Insurance industry advantageous

**Core Behaviour**

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

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