We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.
We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together the pe...
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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
Job Requirements
Matric / NQF Level 4
Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is imperative
Financial Services experience is imperative for either US/UK campaigns
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