Team Leader - Contact Centre - HC

Advance your leadership career with a dynamic internationally recognized BPO company based in Cape own. We are seeking a dynamic Team Leader with a passion for the Health Care Industry. Brief responsibilities: Motivate and empower a talented team to achieve exceptional results. Ensure the smooth running of day-to-day team activities, ensuring service excellence in accordance with client specifications and turnaround times. Support management in pro-actively addressing queries, concerns and process improvements. Ensure performance management reviews and support your team's professional growth. Lead calibration sessions and “morning huddles” to inform your team about their objectives and expected targets. Support Quality Assurance in always strive to service excellence. Support the team with call escalations and provide ongoing coaching and development of your team. Monitor and drive individual and team performance, usually against a set of key performance indicators (KPIs). Prepare reports for your Line Manager on performance against these KPIs. Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout. Identifying and addressing any people's issues, and being a pillar of support for your team members. Training your team members to identify cross-sell and up-sell opportunities where needed. Contribute to overall customer experience by promoting awareness of any company-wide customer experience initiative. Support Line Manager in effective resource planning. Requirements Grade 12 Certificate with English and Mathematics/Lit Min 3+ years proven Team Leader experience in contact centre (BPO) operations management or related roles Leadership experience in the Health Care Industry would be advantageous Tertiary qualification in related field (advantageous) Good interpersonal skills Ability to take accountable and responsible for your team’s performance. Well organized and numbers/target-driven Report writing which contains performance levels to management Customer focused, employee focused and people management South African Citizen Own Transport (Advantageous) Ability to work 24/7 rotational shifts High proficiency in English Language (Read, Write and Speak) Criminal Clear Benefits Competitive salary and benefits package. Opportunities for career growth and advancement. A dynamic, supportive work environment with a focus on professional development. Join a company committed to delivering excellence and driving results in customer service on a global scale.