Overview
Team Leader Jobs in Cape Town, Western Cape 8000 at Concentrix
Job Title:
Team Leader
Job Description
The Team Leader is responsible for leading a team of agents who handle sensitive, regulated, and often complex healthcare-related queries. This role ensures the team delivers accurate, compliant, and empathetic customer support while meeting performance targets. The Team Leader plays a crucial role in agent development, performance management, and maintaining service excellence in line with healthcare standards and client expectations.
Essential Functions/Core Responsibilities
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Candidate Profile
Grade 12 / Matric (Essential)
Minimum 1–2 years in a Team Leader or Deputy Team Leader (Preferably in healthcare or insurance)
Contact Centre experience in a medical or health-related campaign (Preferred)
Understanding of KPIs and regulatory requirements (e.g. HIPAA)
Proficiency in call centre systems, MS Office, and CRM tools
Highly motivated individual with skills to develop and coach team members to achieve performance expectation
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ZAF Cape Town – 19 Hertzog Blvd, Cape Town, 8000
Language Requirements:
Time Type:
Full time2025-06-02
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Title: Team Leader
Company: Concentrix
Location: Cape Town, Western Cape 8000
Category:
