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...
A team leader guides, oversees, develops, and inspires his 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
Leave/ Absence management ensuring required resourcing is available as per SLA.
Ongoing sales coaching is provided to the team.
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 / NQF4 equivalent
Clear HR Records
12 months tenure at Huntswood minimum
Experience in leading teams is highly beneficial
Targets and KPI's should be met for the past 3 Months
95% Attendance YTD
Extensive knowledge and exposure to HR Block Processes and procedures
Work experience as a Customer Service Leader/SME in a Call Centre is advantageous
Must be able to work USA shifts between 3pm and 3am
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