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

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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

Unfortunately this job has expired and you can no longer apply for it.
But all is not lost, you can search for more jobs