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 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**