Team Leader (US Shifts) – Retail

About the role

We are seeking a motivated Team Leader to manage a retail‑focused customer service team working US shifts (3 pm‑12 am). The role starts on 29 July and requires the ability to lead a high‑performing team delivering superior service to Huntswood clients and their customers.

Key responsibilities

• Manage team performance against KPIs and ensure SLA compliance.
• Oversee leave and absence planning to maintain required resourcing.
• Handle disciplinary and HR matters in line with company policy.
• Maintain team motivation through rewards, incentives, and regular coaching.
• Conduct monthly 1‑to‑1s, call listening, and knowledge‑sharing sessions.
• Identify and develop top talent, address skill gaps, and support career pathing.
• Produce required reports on a daily, weekly, and monthly basis.
• Drive change initiatives and ensure successful implementation within the team.

Required profile

• Matric / NQF Level 4 qualification.
• Minimum 1 year of US‑based campaign leadership experience.
• At least 2 years as a Customer Service Team Leader in an international call centre.
• Strong technical problem‑solving ability and high attention to detail.

Required skills

• Ability to upskill and continuously improve a team.
• Operational knowledge of call‑centre processes.
• Prioritisation of workload across multiple systems.