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  • Posted: May 24, 2021
    Deadline: Not specified
  • Kaelo Engage is a content marketing agency specialising in creating socially responsible content. Whereas a traditional public relations agency may only focus on issuing press releases, we leverage our in-depth experience and team’s passion to profile your sustainability initiatives through meaningful and relevant content creation in print, digital, br...
    Read more about this company


    Health Service Centre Team Leader

    Job Description

    • The Kaelo Health Call Centre Team Leader will support Servicing Consultants with coaching, training and quality management.  
    • Call centre servicing and escalation management. Prime Cure, Client services.

    KEY OUTCOMES (not limited to) Level 4 and 5 process elements

    Reporting and Managing Key Team Deliverables

    • ·       Monitoring of the daily dashboard to ensure adherence to SLA
    • ·       Monitoring the teams accurate and efficient processing of claims


    Contribute towards continuous improvement and innovation at process and procedure level

    •        To ensure that all queries are attended to accurately and within the agreed turnaround time
    •        Monitoring of daily performance statistics and workforce management
    •        Daily Service Centre focus and work allocation
    •        Assist clients with escalated queries and provide suitable query resolution
    •        Accurate completion of people management tasks on a daily basis
    •        Ongoing feedback to clients


    People and Team Management

    •        People and team management
    •        Ensuring participative leadership and strong communication within the team
    •        Collaboration with all business areas
    •        Coaching and peer to peer learning


    Knowledge and Quality Management

    •        Developing of all employees and ensuring smooth onboarding for new employees.
    •        Review, maintenance and improvement of all processes and document management


    Quality assurance and trending

    • ·       Contribute toward risk management



    •        Communication skills
    •        Analytical ability
    •        Time management
    •        Customer focus
    •        Ability to adapt to an ever changing environment
    •        Cope well under pressure




    • ·       2 Years’ Service centre experience
    • ·       1 Year team management and leadership experience
    • ·       Health claims experience



    •        Health Insurance industry
    •        Membership and data capturing experience


    •        Grade 12 – Matric
    •        Post matric general management qualification

    RE 5

    •        Accreditation would be advantageous (a minimum of 120 credits





    • ·       Computer literate, including Microsoft Excel (Intermediate – Advanced)


    Additional Information

    •      Accountability
    •      Action orientated
    •      Communication
    •      Business writing skills
    •      Manages complexity
    •      Problem solving skills
    •      Encourages engagement
    •      Planning and organisation
    •      Resilient and adaptive
    •      Systems thinking and connecting ability
    •      Purpose driven
    •      Significance and values orientated

    Method of Application

    Interested and qualified? Go to Kaelo Engage on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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