Team Leader (Insurance Call Centre)

TL;DR

Team Leader (Insurance Call Centre): Leading a team of agents to drive customer-centric performance and business retention with an accent on effective people management, KPI achievement, and process optimization. Focus on managing US-aligned shifts, stakeholder engagement, and utilizing data-driven insights to improve operational efficiency.

Location: Must be based in Cape Town, South Africa (Onsite role with shifts between 2 PM and 2 AM).

Company

hirify.global is a global Business Process Management (BPM) leader providing operational excellence and domain expertise across various industry verticals.

What you will do

• Manage and support a team of agents to achieve all KPIs through effective coaching and performance management.
• Engage with stakeholders to ensure successful delivery of projects and programs.
• Perform due diligence in interpreting data to generate insights for process improvement.
• Maintain team productivity by ensuring schedule adherence and managing payroll/IR queries.
• Foster a customer-centric culture through continuous improvement initiatives.

Requirements

• Must be based in Cape Town, South Africa.
• More than 2 years of experience in a management role.
• Proven track record of delivering against client, customer, and business outcomes.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong communication, problem-solving, and analytical skills.
• Grade 12/Matric qualification.

Nice to have

• Tertiary qualification in management.
• Experience in the BPO or contact center environment.

Culture & Benefits

• Structured career path and professional development programs.
• Coaching and mentoring support.
• Opportunities to contribute to community initiatives through the hirify.global Cares Foundation.
• Culture of outperformance, engagement, and celebration.