Team Leader (US Shifts) Healthcare

As a Team Leader, you will be required to work US shifts (shifts between 3pm 12am). The confirmed start date for this campaign is 21st May 2026; please only apply if you can accommodate this date.

We are looking for a Team Leader with the right talent and skills to lead our teams.

The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

• Managing performance and achievement of team KPIs
• Leave/absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team motivation.
• Rewards & incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture.
• Ongoing coaching provided to the advisors.
• Regular call listening.
• Team professional development is considered and the necessary conversations (CPD, succession, career pathing, etc.)
• Ongoing knowledge sharing activities to keep the team updated.
• Monthly 1 1s with team members.
• Identify and nurture top talent within the team.
• Identify skills/knowledge gaps and independently address or escalating for assistance.
• All necessary reports are completed in line with department schedule/client requirements (daily, weekly, monthly).
• Drive change initiatives ensuring desired outcome within your team.

• Matric / NQF Level 4
• US Leadership experience is essential
• US Healthcare experience - highly advantageous
• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is advantageous.
• Extensive experience navigating multiple systems
• Strong technical problem solving skills
• High attention to detail

• Able to successfully upskill a team.
• Continuous improvement.
• Operational Knowledge.
• Prioritization of workload.

The interview process will consist of a single stage with our Head of Delivery. This will focus on a review of experience, behavioural capability, and competency based questions.

Huntswood's employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your "A" Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."