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Gap Service Centre Team Leader

3 months ago

Johannesburg, Gauteng, South Africa Kaelo Full time
Company Description

Kaelo provides
essential healthcare solutions ensuring the
physical and psychosocial wellbeing of
all South Africans towards
lasting social change.

Job Description:


The Gap Service Centre Team Leader is responsible for service centre servicing and escalation management across the Gap business including - Kaelo Gap, Western Gap, Sanlam Gap and Medexpense; Client services and Intermediaries.

They will support Servicing Consultants with coaching, training and quality management. There is a strong focus on efficiently resolving the service request whilst ensuring exceptional customer service and satisfaction.

The Service centre team leader has the responsibility of ensuring that the team carry out their responsibility while keeping the team motivated and efficient.


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
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)

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED
Computer Literacy Skills

PREFERRED
Additional Information

Personal Attributes

  • Accountability
  • Action Orientated
  • Collaborative
  • Communication Skills
  • Simple Writing Skills
  • Manages Complexity
  • Problem Solving Skills
  • Creative Thinking
  • Decision Making SKills
  • Efficient and Effective Mindset
  • Financial Acumen
  • Planning and Organisation
  • Resilient and adaptive
  • Resourcesful
  • Signancance and values orientated