Support Centre Team Leader

SUMMARY:
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POSITION INFO:

The person will be responsible for providing quality and efficient customer service to customers through the daily management of a team of Support Centre Agents (coaching, counseling, training, motivation and problem solving). Additionally, the position is also responsible for assisting the Support Centre Manager with development, analyses and implementation of staffing, training, and recognition programs.

Experience

• At least 3-year VeriClaim experience
• Previous experience working in a customer facing department will be an advantage
• Prior experience in a Support Centre environment will be beneficial.
• Having prior experience in Credit Control will be an advantage.
• Medical industry knowledge will be an advantage.
• Management or Team Leader experience

Essential Job Functions

• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Evaluate concerns of the customers and provide logical workable solutions
• QA of tickets and telephone calls
• Identify trends and communicate to Support Centre Manager
• Build sustainable relationships and engage with internal and external customers by going the extra mile, with an additional focus on communication.
• Meet personal/team qualitative and quantitative targets, by doing QA’s on tickets and reports
• Monitor productivity accordingly to set processes
• Provide daily directions and guidance to employees so that customer calls and tickets are answered/actioned in a timely, efficient, and knowledgeable manner
• Continual evaluation of processes and procedures and suggesting methods to improve operations, efficiency, and service to both internal and external customers.
• Execute tasks assigned and provide feedback in a timeous manner
• Provide feedback and coaching on a regular basis to each team member
• Ensure employees receive appropriate training and have resources to perform their tasks
• Communicate Objectives and Targets to the relevant team
• Manage new staff orientation
• Performance Appraisal discussions with relevant team members and Support Centre Manager
• Maintain healthy group dynamics by creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.
• Act as 2IC for Support Centre Manager (rotation basis)

Additional duties not exclusive to this position include:

• Escalate technical related tickets to the Development team
• Manage the process between the Development Team and Support Centre with the help of the Jira system and being part of the weekly meetings
• Coordinate testing as per needs identified
• Co-ordinate practice optimisation process efficiently & effectively

Skills & Functional requirements:

Excellent understanding and working knowledge of all functionalities on VeriClaim

Exceptional communication skills

Tenacious and accurate, with a confident, positive, and enthusiastic approach to work

Ability to demonstrate flexibility and adaptability in a constantly changing environment

Customer focused & ability to build customer relations

Effective management of stress

Ability to take Initiative

Conflict management

Ability to manage multiple tasks simultaneously

Excellent time management and organisational skills

Deadline focused

Excellent problem-solving skills

Analytical thinker

Competent in Microsoft Word, Excel and PowerPoint

Excellent command of spoken and written English