Team Leader International

• Motivate inspire and empower a talented team to achieve exceptional results consistently.
  
• Oversee day-to-day operational activities ensuring service excellence aligned with campaign standards SLAs and turnaround times.
  
• Support management by pro actively identifying process gaps raising concerns and recommending improvements.
  
• Conduct regular performance management sessions and support your teams ongoing professional development.
  
• Lead daily calibration sessions quality discussions and morning huddles to align the team on objectives targets and campaign updates.
  
• Partner with Quality Assurance to maintain high levels of service accuracy compliance and customer safety in a healthcare environment.
  
• Handle calls emails and escalations and provide consistent coaching mentoring and real-time support to agents.
  
• Monitor and drive individual and team performance against key performance indicators (KPIs) such as Quality Productivity Compliance AHT and Customer Experience.
  
• Prepare accurate and insightful performance reports for your Line Manager.
  
• Maintain a positive motivated and customer-focused team culture.
  
• Identify and address people-related concerns promptly while providing support and guidance to team members.
  
• Train and guide agents to identify cross-sell or upsell opportunities where appropriate and in line with healthcare compliance.
  
• Contribute to overall customer experience initiatives and promote best-practice healthcare communication standards.
  
• Assist Line Manager with resource planning scheduling updates and managing operational readiness.
  
  

Requirements

• Grade 12 Certificate with English and Mathematics/Mathematical Literacy.
  
• Minimum 3 years proven Team Leader experience in a contact center (BPO) environment.
  
• Experience within the Healthcare Medical Pharmacy or Patient Support sectors is advantageous.
  
• Tertiary qualification in a related field (advantageous).
  
• Strong interpersonal and communication skills with the ability to motivate diverse teams.
  
• High level of accountability professionalism and responsibility for team performance.
  
• Organized analytical and highly target-driven.
  
• Ability to prepare accurate performance reports and communicate insights to management.
  
• Strong customer focus and excellent people management skills. Ability to engage with clients three times a week on your performance
  
• South African Citizen.
  
• Own transport (advantageous).
  
• Ability to work 24/7 rotational shifts aligned with UK time zones.
  
• High proficiency in English (read write speak).
  
• Clear criminal record.
  

Benefits

• Competitive salary and benefits package.
  
• Opportunities for career growth within a rapidly expanding healthcare campaign.
  
• A dynamic supportive working environment with a strong focus on professional development.
  
• Be part of a global organization committed to delivering safe compliant and outstanding customer service.