Team Leader 

Please note - This is working U.S Based shifts - Please be mindful when submitting your applications. 

We are looking for a Team Leader with the right talent and skills to lead our teams.

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 
• Extensive experience Navigating multiple systems
• Strong technical problem solving skills
• High attention to detail
• Must be able to work USA shifts between 

Required Skills

• Sales Coaching
• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

Core Behaviour

Huntswood’s employees are described as dependable, driven and collaborative. 
The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater  
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

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