Team Leader: Executive office

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

To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded

Manage and develop team to ensure continued growth. Build relationships with relevant stakeholders and effectively address

queries and disputes. Identify, analyse and improve failures which arise due to inefficient or incorrect business process design to optimize

performance and meet best practice standards and quality.

Experience

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

Qualifications

NQF Level 5 higher certificate in Business Administration or Call Centre Operations.

Accountabilities

Compliance and Risk Management:

Defined legal, statutory and regulatory compliance is appropriately implemented and maintained at the required standards for the team

Implemented team operational risk and governance structures, measures and frameworks are monitored and necessary action is taken to address issues, when necessary

Manage expenses and costs and identify cost saving opportunities to support the department in achieving its financial goals and targets

Operating Model:

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

Operational Implementation of Strategy:

Plan and implement daily, weekly and/or quarterly operational changes within the team to respond to important external influences

Ensure relevant sections of the business plan are implemented in a manner that supports operational quality and meets the defined departmental priorities

Communicate the relevant sections of the team operational plan to facilitate buy-in of the employees

Ensure implementation of workplans in a way that maintains operational best practice and leads to continuous delivery improvement

Operational Leadership:

Manage the operational performance of the team as per HR frameworks and policies to ensure delivery to agreed standards and objectives

Provide appropriate staff development, coaching and mentoring and retain skilled and engaged employees within the team and Medscheme

Support transformation through valuing diversity within the team and department

Behave in alignment with the Medscheme values

Stakeholder Management:

Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully maintained

Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in.

Position Specific Outputs

Manage CMS complaints as well as Scheme and PO escalations by adhering to stringed SLA requirements.

Identify repeat escalations and place effective mitigations plans in place to ensure that escalations are lessened.

Competency Requirements

Attribute:

Encourage Engagement

Manage Complexity

Accountability

Decision Thinking

Action Orientated

Demonstrates self-awareness

Knowledge:

Product and systems knowledge

Knowledge, application and improvement of policies and procedures

Health legislation and regulatory

Skill:

Call Centre and business process methodologies

Interpretation and analysis of data visualization

Innovation and risk taking

Quality driven

Numerical Ability

Microsoft Suite

Problem solving and decision making skills

Strong written and verbal communication skills