Job Vacancies at Kaelo

KEY OUTCOMES 

Determines service centre operational strategies by conducting:

• Assessments
• Performance Review
• Capacity Planning 
•  Productivity Quality
• Customer service standards 
• Maintains and improves service centre operations by monitoring system performance
• Accomplishes service centre people objectives by recruiting, selecting, training, assigning, couching, counselling and disciplining employees.
• Prepare service centre performance report by collecting, analysing, and summarising data and trends

Reporting and Managing Key Team Deliverables

• Monitoring of the daily dashboard to ensure adherence to SLAs 
• Contribute towards continuous improvement and innovation at process and procedure level
• Monitoring of daily performance statistics and workforce management 
• Daily claims 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 

• 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

Qualifications

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• 2+ years' service centre experience

PREFERRED

• Health insurance industry
• Team management and leadership experience

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED

• Matric

PREFERRED

• RE5 Accreditation (a minimum of 120 credits)

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

• Manage incoming queries and outbound responses with:
• Members
• Service Providers 
• Intermediaries 
• Provide product specific information 
• Assess and determine when there is an operational query
• Identify and escalate priority issues 
• Manage and resolve customer complaints
• Maintain client information  
• Complete administrative tasks 

Qualifications

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE REQUIRED

• 1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED

• Matric Certificate 

PREFERRED

TECHNICAL SKILLS OR KNOWLEDGE REQUIRED

• Knowledge of customer service practices and principles
• Excellent listening, verbal and written communication skills 
• Ability to handle stressful situations appropriately 
• Proficient in Microsoft and Excel 
• Call centre systems and multi-tasking