Manager - Admin Support - Call Centre back Office (Expired)

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Manager - Admin Support - Call Centre back Office

Roodepoort (Florida Hills), Gauteng (South Africa)
R360,000-540,000 Per Annum CTC Incl Benefits

Permanent management level position in the Medical industry.
Benefits: Medical Aid, Pension Fund etc.

Posted by Strategic Personnel on 22/02/2012 Ref #NPMSCC CJ Ref# 1360842

An exciting opportunity has become available for a suitably skilled and experienced Call Centre Manager, with a minimum of 3 years management experience, along with Medical Aid / Healthcare exprience, essential.

Purpose of the role will be to provide an effective and efficient customer service through first time call resolution by managing the Admin Support/Call Centre Department.

Job Outputs

Query / event resolution:

  • Monitor audit reports and daily production statistics
  • Queries resolved within deadlines with no penalties
  • Review and present ex gratia and special cases
    Service delivery and quality:
  • Manage customer service to ensure customer satisfaction, professional service and maintenance of service levels


Level Of Work Outputs

Continuous improvement:

  • Co-ordinated problem-solving activities with team
  • Communicate outcome to all relevant parties
  • Find the cause of problems
  • Recommended solutions provided to Leader for approval
  • Solve the problems in operational area
    Manage risk and operating standards:
  • Add a risk discussion to the agendas of meetings and document for input in risk register
  • Assess risk during interactions with all stakeholders and escalate appropriately
  • Implement or assist with implementation of appropriate actions to address Internal and / or External Audit findings
  • Implement risk controls in area and regularly assess effectiveness
    Monitor individual performance:
  • Feedback and recommendations on growth, development and environmental issues
  • Input into Performance management process
    Monitor operational performance:
  • Compare performance issues and improvement information with peers
  • Complete, up-to-date reports on operational performance
  • Monitor team Performance
    Operational environment:
  • Clinical and financial risk effectively managed
    Query / event resolution:
  • Client / customer satisfied and understands outputs
  • Ensure acceptable Response times and queries are fully resolved
  • Handovers efficient and followed through
  • Minimal Leader involvement in team issues
  • Process checklist for behavioural etiquette
    Service delivery and quality:
  • Customers advised of delivery problems immediately
  • Escalations and handovers immediate, correct and appropriate
  • Quick and error-free query resolution
  • Response times within performance standards
    Team support:
  • Co-ordinate team members training
  • Continuing work as a team member to retain skills
  • Real-time support and training for individual team members
  • Share immediate learnings within the team
    Work planning:
  • Discuss resource problems with Leader
  • Ensure process activity standards, as set by Leader are met
  • Escalate resource issues
  • Manage time, responsibilities and productivity to meet targets and standards set by Leader

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