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Team Leader - Insurance Call Centre (US Hours)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Leader - Insurance Call Centre (US Hours): Lead a team of agents to build a customer-centric, high-performance culture through people management, metrics, and continuous improvement with an accent on KPI delivery, stakeholder-driven project/program execution, and analytical reporting. Focus on maintaining productivity via schedule adherence while efficiently handling IR and payroll queries in a 24x7 contact center operating mostly between 2PM and 2AM.
Location: Cape Town, South Africa
Company
is a global Business Process Management (BPM) provider delivering outsourced business processes for 400+ clients.
What you will do
- Engage and support agents to achieve all KPIs through coaching and performance management, including career progression via internal development programs.
- Manage stakeholder engagement to ensure successful delivery of projects, programs, or activities.
- Interpret and report data with due diligence to improve team performance and processes.
- Maintain productivity by ensuring staff adhere to schedules and handle IR and payroll queries efficiently.
Requirements
- Proven track record of delivering client, customer, and business outcomes.
- More than 2 years of experience in a management role.
- Experience in the BPO/contact center environment is beneficial.
- Strong communication and written skills.
- Problem solving, analytical thinking, conflict management, strategic thinking, and time management skills.
- Good working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
Culture & Benefits
- 24x7 operation with majority of shifts between 2PM and 2AM.
- Role clarity, coaching and mentoring, and structured career path.
- Professional development through internal programs and a structured career progression approach.
- Employee experience is prioritized, with a culture of outperformance and engagement.
- Opportunity to contribute to society through the Cares Foundation.
Hiring process
- Interviews focused on leadership experience, KPI delivery, and problem-solving approach.
- Assessment of communication, analytical thinking, and conflict management capabilities.
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