Team Leader: Back Office (Dbn) at AfroCentric Group

• To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded
• Manage and develop team to ensure continued growth. Build relationships with relevant stakeholders and effectively address queries and disputes

Experience

• Minimum of 5 years as a Call Centre Agent in the Medical Aid Industry.

Qualifications

• NQF Level 5 higher certificate in Business Administration or Call Centre Operations

Accountabilities

• Compliance and Risk Management:
•  Defined legal, statutory and regulatory compliance is appropriately implemented and maintained at the required standards for the team
•  Implemented team operational risk and governance structures, measures and frameworks are monitored and necessary action is taken to address issues, when necessary

Financial Management:

•  Control leave liability
•  Monitor and reduce wastage, identify cost saving opportunities i.e. staff, stationery & printing, telephones, processes
•  Manage expenses and costs and identify cost saving opportunities to support the department in achieving its financial goals and targets

Operating Model:

•  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

Operational Implementation of Strategy:

•  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

Operational Leadership:

•  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

Stakeholder Management:

•  Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully maintained
•  Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in

Position Specific Outputs

• Preferred 5 years Call Centre and Admin Support experience with a minimum of 2 years in a leadership role within the Contact Centre
• Knowledge of medical scheme environment and application to the Healthcare Provider Environment
• Minimum on 1 year experience in resource management and a fundamental understanding of workforce management principles.
• Ability to exercise independent judgement and reasoning
• Ability to work under pressure in a constantly evolving environment
• Ability to coach and lead team members for performance and growth
• Knowledge of Microsoft suite with focus on Excel
• Excellent written and verbal skills
• Ability to build effective relationships and communicate key points effectively
• Contribute to enhancements to policies and procedures, ensuring that best practice is maintained
• Effective decision making by applying knowledge to ensure targets are met as per business requirements
• Experience in claim related query resolution
• Knowledge of Medscheme processing system including and not limited to Nexus and UMS
• Understand and apply scheme benefit rules and legislation
• Ability to work shifts as per operational requirements
• Resource planning and management, in consultation with the Workforce Planner where applicable
• Queue management to ensure SLA targets are met
• Monthly ISO compliance template reporting
• Ongoing evaluation via own samples, quality assessment, ratings from QA and formal appraisals