Team Leader International

Job Description

Team Leader –  UK Healthcare Campaign (Cape Town)

Advance your leadership career with a dynamic, internationally recognised BPO supporting leading UK healthcare customers.

We are seeking a proactive and people-focused Team Leader with a passion for the healthcare industry and delivering exceptional patient-centric service.

Key Responsibilities

• Motivate, inspire, and empower a talented team to achieve exceptional results consistently.
• Oversee day-to-day operational activities, ensuring service excellence aligned with campaign standards, SLAs, and turnaround times.
• Support management by pro actively identifying process gaps, raising concerns, and recommending improvements.
• Conduct regular performance management sessions and support your team’s ongoing professional development.
• Lead daily calibration sessions, quality discussions, and morning huddles to align the team on objectives, targets, and campaign updates.
• Partner with Quality Assurance to maintain high levels of service accuracy, compliance, and customer safety in a healthcare environment.
• Handle calls, emails and escalations and provide consistent coaching, mentoring, and real-time support to agents.
• Monitor and drive individual and team performance against key performance indicators (KPIs) such as Quality, Productivity, Compliance, AHT, and Customer Experience.
• Prepare accurate and insightful performance reports for your Line Manager.
• Maintain a positive, motivated, and customer-focused team culture.
• Identify and address people-related concerns promptly while providing support and guidance to team members.
• Train and guide agents to identify cross-sell or upsell opportunities where appropriate and in line with healthcare compliance.
• Contribute to overall customer experience initiatives and promote best-practice healthcare communication standards.
• Assist Line Manager with resource planning, scheduling updates, and managing operational readiness.

Requirements

Benefits

Requirements

Qualifications and Skills Matric / Grade 12 required. 12 months international BPO or customer service experience preferred. High school diploma or NQF Level 4 Healthcare, pharmacy, or medical customer support experience is advantageous. Willingness to work shifts, weekends, and public holidays as per campaign requirements. Technical Skills Strong computer literacy and ability to navigate multiple applications simultaneously. Excellent verbal and written communication skills. Experience with CRM, ticketing, or healthcare systems is advantageous. Behavioral Competencies Empathy and active listening, especially with health-related or sensitive topics. Problem-solving and conflict-resolution abilities. Attention to detail and high accuracy in data capture. Ability to work in a high-volume, fast-paced BPO environment. Professionalism, resilience, and strong customer service orientation.