Executive Office Operations Leader

AfroCentric Group; Roodepoort; On-site; ZAR 700,000 - 900,000; Full time

Job summary

AfroCentric Group is seeking an experienced operations leader to manage an operational team to ensure SLA targets are achieved and exceeded. You will develop the team, build stakeholder relationships, and address enquiries and disputes while driving process improvements to meet best practice standards.

The role requires strong RCA capabilities, 5–6 years in a medical aid call centre environment, and a relevant NQF Level 5 qualification.

Qualifications

• 5-6 years as a Call Centre Agent in the Medical Aid Industry.
• RCA capability and executive office enquiry handling.

Responsibilities

• Manage and develop team to ensure continued growth and meet SLA targets.
• Identify and improve failures in business process design to optimize performance.
• Address queries and disputes with relevant stakeholders and ensure customer satisfaction.
• Manage CMS complaints and Scheme and PO escalations per SLA requirements.
• Identify repeat escalations and implement mitigations to reduce them.
• Motivate and guide the team to deliver quality outputs and adhere to Medscheme values.

Skills

Call centre methodologies

Data interpretation

Problem solving

Decision making

Strong communication

Numerical ability

Education

NQF Level 5 Higher Certificate in Business Administration or Call Centre Operations

Tools

Microsoft Suite

Job description

AfroCentric Group is seeking an experienced operations leader to manage an operational team to ensure SLA targets are achieved and exceeded. You will develop the team, build stakeholder relationships, and address enquiries and disputes while driving process improvements to meet best practice standards.

The role requires strong RCA capabilities, 5–6 years in a medical aid call centre environment, and a relevant NQF Level 5 qualification.