Full-Time Team Leader | Concentrix Vacancies
Job Description
Concentrix Vacancies – Team Leader
Location: Cape Town, Western Cape
Company: Concentrix
Job Type: Permanent
Job Sector: Management
Job Title: Team Leader
Job Description
Are you ready to lead from the front on a campaign that makes a difference? Concentrix is seeking a Team Leader to join our healthcare operations team, supporting a US-based health insurance client.
This high-impact leadership role is ideal for someone with strong people management skills, contact center experience, and a passion for delivering service excellence in a regulated industry.
Key Responsibilities
- Lead, coach, and support a team of front-line agents handling health insurance-related queries
- Monitor performance against KPIs including CES, AHT, QA, and Schedule Adherence
- Drive coaching cadences and manage individual development plans
- Handle escalations, customer resolution processes, and ensure compliance with HIPAA and CMS-aligned protocols
- Partner with QA, WFM, and Training teams to maintain service consistency
- Lead with accountability during high-volume periods such as Open Enrollment
Candidate Profile – Requirements
- Minimum 1-2 years as a Team Leader or Senior Agent in a contact center
- Health insurance or healthcare campaign experience preferred
- Strong understanding of KPIs: AHT, ASA, CR%, CES, FCR
- Ability to work US hours, including occasional weekends during peak cycles
- Excellent people management, coaching, and reporting skills
Career Level Description
Supervises and sets priorities for team members in support or production roles. Handles medium-sized business operations with guidance from policies and management. Focuses on coaching, mentoring, and achieving business goals. Typically spends less than 20% of time on direct task work.
What We Offer
- Leadership development and cross-functional growth opportunities
- Career advancement within a global BPO environment
- Access to specialized healthcare training and certification programs
Disclaimer
The above statements outline the general nature of work performed in this role and are not exhaustive. Concentrix is an equal opportunity employer committed to diversity and inclusion.
Location: ZAF Cape Town – 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements: English
Time Type: Full-Time
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How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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