Team Leader – US Shifts (Healthcare)

About the role

We are seeking a Team Leader to manage a US‑shift (3 pm‑12 am) healthcare call‑centre team. The role focuses on delivering superior customer service to Huntswood’s clients while maintaining high quality and operational efficiency.

Key responsibilities

• Manage team performance and achieve KPI targets.
• Oversee leave and absence management to meet SLA resourcing.
• Handle disciplinary and HR matters in line with company policy.
• Maintain team motivation through rewards, incentives and a positive employee experience.
• Provide ongoing coaching, call listening and professional development support.
• Conduct monthly 1‑to‑1s, identify top talent and address skill gaps.
• Produce required daily, weekly and monthly reports.
• Lead change initiatives and ensure successful implementation within the team.

Required profile

• Matric / NQF Level 4.
• US leadership experience (essential) and preferably US healthcare experience.
• At least 2 years experience as a Customer Service Team Leader in an international call centre (advantageous).
• Extensive experience navigating multiple systems.
• Strong technical problem‑solving skills and high attention to detail.

Required skills

• Ability to upskill a team.
• Continuous improvement mindset.
• Operational knowledge and workload prioritisation.