Team Leader

at ABC Worldwide
Location Cape Town, Cape Town, South Africa
Date Posted
Category Admin & Office
Work Hours Day
Salary Units MONTH
Currency ZAR





Basic Function


Drive overall performance and manage US Insurance voice processes - Prudential. Responsible for supervisory support, escalation/complaint handling, and delivering results as per Service Level Agreement targets/timelines. Produce reports to gauge process performance and lead process meetings/calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.


  • Manage teams and ensure customer satisfaction, quality, and

productivity targets are met

  • Motivate team members and control attrition
  • Complaint and escalation management
  • Monitor call transactions on an ongoing basis and take

corrective steps where necessary or make incremental


  • Provide coaching and feedback to team members to enable

them to improve their performance.

  • Assist new hires such that they are productive on the floor in

the shortest possible time frame

  • Client Interaction, where required – Daily/Weekly/Monthly
  • Ensure compliance with internal policies and procedures,

external regulations, and information security standards.

  • Collect and provide data required for various audits like GI/Internal Audit

Effectively manage queue and balancing of workload

Competencies & Skills

  • Knowledge of the function, process, and systems
  • Coaching and Feedback ability
  • Clear written and verbal communication
  • Effective operations management
  • Managing and setting up a pilot process in the past is highly preferred

Values & Behavior

  • Customer Service Orientation
  • Quality Orientation
  • Empathy for effective on the job coaching and feedback

Education Requirements

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Work Experience Requirements

Minimum 3 years of work experience in Business Process Off-shoring.  Should have at least one year of supervisory experience in the international Voice business, preferably in the US client domain and Insurance industry.


Interested candidates can send their CV