Team LeaderJohannesburg, South AfricaR12,000 – R15,000 CTC Per Month (depending on experience)Full-Time, On-Site
About the Client:A prominent provider of contact centre services, is seeking an experienced Team Leader to manage a team of Customer Service Agents in the insurance space. They provide a range of voice and digital customer support solutions to international clients, including the USA. This is an excellent opportunity for candidates with previous experience in insurance and customer service, who are eager to take on a leadership role in a dynamic, client-focused environment.
Why Join Them?
Leadership Opportunity: Manage a team of Customer Service Agents in a high-performance environment;
Insurance Experience: Use your expertise in insurance to support a global customer base;
Work with Global Clients: Gain experience in managing customer service teams serving the USA market;
Dynamic Shifts: Flexible work shifts are tentatively set for 2:00 PM – 10:30 PM.
Internal Incentive Programmes: Rewards and Compensation for outstanding work performance.
About the Role:As a Team Leader, you will oversee a group of Customer Service Agents providing both voice and digital support in the insurance sector. You will be responsible for ensuring the team meets performance standards, providing coaching and guidance, and handling escalations. Your prior experience in customer service, particularly in insurance, will make you an essential part of the leadership team.
Requirements:
2-3 years of experience as a Team Leader in a contact centre, preferably within the insurance sector;
Experience managing both voice and digital customer service teams;
Previous exposure to USA client services would be advantageous;
Strong problem-solving skills and ability to handle escalations;
Excellent verbal and written communication skills;
Strong interpersonal skills with the ability to coach and mentor team members;
Experience with performance tracking tools and methodologies.
Key Responsibilities:
Lead, manage, and coach a team of Customer Service Agents;
Oversee performance metrics, ensuring team members meet quality and productivity targets;
Provide real-time feedback and guidance to agents, ensuring client expectations are met;
Handle escalations from customers and resolve complex issues;
Collaborate with management to improve overall team performance;
Ensure that the team adheres to set schedules and shift timings.
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