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.

• Grade 12 Certificate with English and Mathematics/Mathematical Literacy.
• Minimum 3+ years proven Team Leader experience in a contact center (BPO) environment.
• Experience with in 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.

• 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.