Team Leader – Call Centre (US)

About the role

We are seeking an experienced Team Leader to manage a customer service team delivering superior service to Huntswood clients. The role focuses on achieving high quality, operational efficiency, and maintaining the company culture.

Key responsibilities

• Manage team performance and KPI achievement.
• Oversee leave and absence management to meet SLA staffing levels.
• Handle disciplinary and HR matters in line with policy.
• Maintain team motivation through rewards, incentives and regular coaching.
• Conduct monthly 1‑1s, call listening and professional development discussions.
• Identify and nurture top talent, address skill gaps and produce required reports.
• Lead change initiatives and ensure successful implementation.

Required profile

• Matric / NQF Level 4.
• Minimum 2 years experience as a Customer Service Team Leader in an international call centre.
• Strong attention to detail and technical problem‑solving ability.

Required skills

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

What we offer

• Opportunity to lead a high‑performing team within a dynamic environment.
• Career development pathways and succession planning.