EAP Team Leader at Momentum

Role Purpose

• The EAP Team Leader's role is to ensure compliance with call centre and SLA requirements according to defined protocols.

Requirements

• Qualified social worker / Psychologist / HPCSA registered Counsellor
• Min 3 years’ experience within wellness / a therapeutic context / EAP context.
• Advanced MS Office proficiency
• Min 2 years experience in EAP care centre environment
• Counselling, case management, corporate wellness and quality management experience is advantageous

Duties & Responsibilities

• Responsible for the distribution of workflow.
• Manage the overall EAP administration, staff, and cost aspects of the EAP call centre.
• Scheduling and monitoring of clinicians’ shift schedules
• Assess call centre statistics daily against targets and align processes and resources accordingly.
• Continuously review the appropriateness of performance targets and assist management to revise and align performance targets in accordance with changes in the environment.
• Coordination, management, and monitoring of CISDs according to a level of excellence that exceeds the client SLA’s.
• Proactively engage and contribute in regular operational meetings, whereby sufficient preparation is completed in advance.
• Draft agendas and action plans for team meetings.
• Provide regular reporting on operational challenges, achievement of care centre targets, operational statistics, and interventions implemented within the team.
• Daily monitoring and motivating of TCs, Case Managers, and Administrators to ensure departmental objectives are met.
• Distribute daily staffing emails and the tracking of attendance.
• Issue staff instructions (memos, guidelines) to address specific issues.
• Ensure cases are allocated evenly and the telephone coverage of EAP Lines and Calls are monitored accordingly.
• Assist Manager with ad-hoc requests.

Competencies

• Excellent communication and time management skills.
• Ability to multi-task and manage priorities in a fast-paced environment.
• Ability to make decisions independently under pressure whilst being accountable to management, and hold composure with the team.
• High standard of response to all clients' queries.
• High level of emotional intelligence with the ability to balance supportive relationship building with firm boundaries.
• Solid people leadership skills.