Gap Service Centre Team Leader

Found in: beBee S ZA - 4 weeks ago

KwaZuluNatal, South Africa Kaelo Full time
Kaelo’s job vacancy, Career and Recruitment

Job title : Gap Service Centre Team Leader jobs in KwaZulu-Natal

Job Location : KwaZulu-Natal,

Deadline : May 02, 2024

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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)

*Customer Service  jobs in south africa

*Gap Service Centre Team Leader in

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