Team Leader USA Healthcare at Huntswood

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 / NQF Level 4
• 2 years experience as a Customer Service Leader in a Call Centre is imperative
• Must Have 2 years USA Healthcare Insurance/USA Financial Services experience
• Must be able to work USA shifts between 3pm and 3am