Back Office Team Leader

SUMMARY:
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POSITION INFO:

To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded. Manage and develop team to ensure continuous growth. Build relationships with relevant stakeholders and effectively address queries and disputes.

Key Activities

• Ensure that SLAs are met and take appropriate actions/steps where necessary and required
• Complete and submit operational reports
• Do trend and root cause analysis and recommend improvements
• Do VOEs and take corrective action
• Ensure that Senior Agent(s) do escalation management. Address limited number of escalations
• Manage requests within the mandated requirements from schemes
• Implement Year end as per project plant
• Facilitate originator, business, or client focus group sessions on variety of topics i.e. problem-solving, communication, membership related issues
• Implement team operational plans and manage that the defined delivery objectives are met through supporting, and being supported by other teams within and linked to the department / project
• Identify opportunities to improve the team's core operational internal processes and internal supply chain
• Resolve team operational conflicts
• Ensure delivery targets/objectives are met and motivate the team to operate in a mutually supportive manner to achieve successful delivery

Skills

• Communication Skills
• Computer Technology Skills
• Task Management
• Adobe Creative Suite
• Data modelling and evaluation
• Business Writing Skills
• Relevant systems knowledge and application
• Knowledge and application of scheme rules
• Attention to Accuracy and Detail
• Problem solving and decision making skills
• Numerical Ability
• Customer Focus
• Manage team and individual performance

Experience and Qualifications

Minimum of 5 years as a Call Centre Agent in the Medical Aid Industry. NQF Level 5 higher certificate in Call Centre Operations

Company Description – A formidable company that aims to deliver exceptional services.