Employee Assistance Programme Administrator at Momentum Metropolitan Holdings Limited

Role Purpose

• The purpose of the Employee Assistance Programme (EAP) Administrator role is to ensure that administrative functions within the Care Centre are completed efficiently and within the applicable service level agreement/s.

Requirements

• A National Senior Certificate is essential
• A relevant tertiary qualification will be advantageous
• Minimum of 3 years proven administrative experience
• At least 2 years’ experience in an EAP environment
• Experience working in a call centre environment is advantageous
• Sound knowledge of Microsoft/Office 365

Duties & Responsibilities

• Real-time monitoring of telephone utilisation and liaison with applicable team leader.
• Preparation of monthly telephony schedules and reporting for the teams.
• Follow-ups on abandoned calls and allocation to relevant team for callback.
• Screening and transferring of calls to relevant teams.
• Generate reports on telephony system and assist with trend management.
• Distribution of work that comes into the allocation inboxes or task workflows.
• Accurate record keeping for each item of work completed, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of an allocation.
• Accurate capturing and processing of invoices.
• Responding to after-hours and weekend crisis calls for assistance.

Competencies

• Administrative skills
• Client-focused
• Deadline and process driven
• Ability to work in a fast-paced environment
• Communication skills (written and verbal)
• Problem solving skills
• Attention to detail