• 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