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  • Posted: Jun 14, 2022
    Deadline: Jun 24, 2022
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    Momentum is a trusted partner on your journey to financial wellness. We guide you by offering leading advice, products and services. We are committed to helping you fulfill your lifelong financial needs, by providing relevant and unique solutions to suit your budget and individual circumstances. It is our aim to build and maintain enduring relationships by p...
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    EAP Team Leader

    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.

    Method of Application

    Interested and qualified? Go to Momentum on momentummetropolitan.erecruit.co to apply

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