Call Centre Manager - Healthcare / Medical Aid

SUMMARY:
A provider of best in-class administrative and managed care services with a value-added service offering aimed at ensuring streamlined, efficient, and cost-saving processes in the management of Hospital Benefit, Pharmacy Benefit, Disease Risk and Oncology is looking for a Call Centre Manager.

The role will involve the daily running and management of the call centre through the effective use of resources, with responsibility for meeting, and setting targets, meeting client service levels as well as planning areas of improvement or development. Ensure that calls are answered by staff within agreed time scales and in an appropriate manner, and that feedback is given to clients. Also liaises with the relevant departments in order to facilitate resolution of services issues.

POSITION INFO:
Duties will include but not be limited to:

• Performance management
• Staff development
• Change management
• Effective management of Call Centre & Assessing functions
• Effective submission of reports
• Submission and management of department’s budget
• Effective management of clients
• Effective management of relationships and service delivery to all stakeholders
• Ensure that recognition is given for excellent performance
• Take required corrective action for poor performance
• Prepare and monitor the weekly planning process for staff and provide reports
• Do skills audit
• Prepare training needs analysis
• Schedule training with relevant training provider
• Facilitate the delivery of training as per schedule
• Ensure compliance with agreed upon development plans for individuals
• Ensure succession plan is in place
• Have regular meetings with staff (minimum – monthly)

• BCom Degree in client services / business administration or a National Diploma in customer relations management
• 5 years’ work experience in a client service environment
• Must have experience within the medical aid industry
• Current experience in a Call Centre Manager / Team Lead role

NB! This job is now closed. You can apply for other jobs by uploading your CV.