Team Leader International

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 Grade 12 Certificate with English and Mathematics/Mathematical Literacy. Minimum 3+ years proven Team Leader experience in a contact center (BPO) environment. Experience within the Healthcare, Medical, Pharmacy, or Patient Support sectors is advantageous. Tertiary qualification in a related field (advantageous). Strong interpersonal and communication skills with the ability to motivate diverse teams. High level of accountability, professionalism, and responsibility for team performance. Organized, analytical, and highly target-driven. Ability to prepare accurate performance reports and communicate insights to management. Strong customer focus and excellent people management skills. Ability to engage with clients three times a week on your performance South African Citizen. Own transport (advantageous). Ability to work 24/7 rotational shifts aligned with UK time zones. High proficiency in English (read, write, speak). Clear criminal record. Benefits Competitive salary and benefits package. Opportunities for career growth within a rapidly expanding healthcare campaign. A dynamic, supportive working environment with a strong focus on professional development. Be part of a global organization committed to delivering safe, compliant, and outstanding customer service.