Team Lead at AfroCentric Group

AfroCentric Group is looking for a Team Leader: HIV Coordinator to manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded as well as manage and develop the team to ensure continued growth. The incumbent will as well be required to build relationships with relevant stakeholders and effectively address queries and disputes.

Responsibilities & Duties

• Resource planning and management, in consultation with the Workforce Planner where applicable
• Monthly ISO compliance template reports
• Ongoing evaluation via own voice samples and quality assessment, ratings from QA and formal appraisals
• Ensure that SLAs are met and take appropriate actions/steps where necessary and required
• Complete and submit operational reports. Do trend and root cause analysis and recommend improvements
• Do VOEs and take corrective actions Ensure that escalation management is done by Senior Agent(s). Address limited number of escalations
• Manage requests within the mandated requirements from schemes - Implement Year end as per project plan - Facilitate originator, business or client focus group sessions on variety of topics i.e. problem-solving, communication, membership related issues
• 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
• 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
• Team leadership i.e. cohesion; cycles of norming, storming, performing - Performance management
• Time and attendance management including leave scheduling and absence management
• Corrective action i.e. IR disciplinary procedure - Recruitment of Agents i.e. interview short listed candidates and make appointment decision with Manager
• EE target management
• Identify ongoing training and developmental gaps i.e. PDPs
• Refer training needs to HCBP/central training/QA/ISO to address
• Reinforces on the job learning after central training has signed off. Does not provide basic training but does assist with up-skilling during probation period after HC Training BP has signed off)
• Provide on the job coaching to address specific performance gaps (KPIs) - Performance improvement plans which will also include personal development plans (linked to Performance management)
• 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

Competencies

• Communication Skills
• Computer Technology Skills
• Business Writing Skills
• Relevant systems knowledge and application
• Knowledge and application of scheme rules
• Attention to Accuracy and Detail
• Problem Solving
• Numerical Ability
• Customer Focus
• Manage team and individual performance

Experience

• Minimum of 5 years as a Call Centre Agent in the Medical Aid Industry as well as 3years' experience as a call centre supervisor (must have overseen a team of agents)
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

Qualifications

• NQF Level 5 Business Related qualification