Team Leader: Contact Centre Bonitas at AfroCentric Group

Job description

About the Role

We are looking for a Team Leader within the Bonitas Client Operations Business Unit who will effectively lead a team of call centre agents and ensure that Service Level Agreements and operational targets are achieved and exceeded by the team in order to provide excellent customer service. The candidate must Implement initiatives to improve overall service delivery and relationship building with both internal and external customers. Thus, ensure all compliance requirements are implemented and upheld.

Who we are looking for:

Type of person:

The candidate must be able to develop others, be assertive, be able to drive influence, have a sense of urgency, must be able to deliver results and must be able to effectively lead others.

Skills:

• Conflict Management
• Demonstrates Creativity
• Demonstrates Customer Focus
• Demonstrate Customer Commitment
• Innovate and Takes Risks
• Communication Skills
• Business Writing Skills
• Relevant systems knowledge and application
• Knowledge and application of relevant legislation
• Report writing skills
• Attention to Accuracy and Detail
• Problem Solving
• Customer Focus
• Business Acumen

Experience:

3 - 4 years’ experience in the Medical Aid industry

Qualifications:

Matric, relevant business qualification advantageous

What you will do:

• 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
• Financial Management:
• Manage expenses and costs and identify cost saving opportunities to support the department in achieving its financial goals and targets
• Operating Model:
• Alleviate bottlenecks by scheduling resources to accommodate additional work load
• Update and compile monthly manager’s and client specific reports
• Produce reports to measure quality and standards and update statistics on monthly incentive program
• Co-ordinate IT queries
• Take ownership of all unresolved calls and queries
• Ensure team error rate is consistently within target
• 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:
• Update and improve on own knowledge, skills and attributes
• 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

Closing date for applications: Friday 28 July 2017.