Call Centre Team Leader

7 months ago

Durban, South Africa Health Solutions Full time

**Introduction**

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

**Role Purpose**

Management of individual and team performance and to provide an effective and efficient service to clients within service level agreements in the Call Centre.

**Requirements**:

- Matric
- Relevant Tertiary Qualification will be an advantage
- 2 to 3 years leadership experience will be an added advantage
- 2 to 3 years Industry experience.
- Knowledge of the Oracle systems will be an advantage
- Knowledge of the healthcare industry
- Client service experience in the medical aid environment will be an advantage
- Knowledge of Momentum Medical Scheme will be an advantage

**Duties & Responsibilities**
- Ensure timeous resolution of all queries and problems escalated.
- Implementation of mechanisms to maintain and improve client service.
- Manage individual performance and provide appropriate training and coaching where necessary.
- Contribute to the development of plans and process within area.
- Manage the achievement of service standards in line with service level agreements.
- Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement.
- Effectively manage all day-to-day team activities and escalations.
- Maintain effective and efficient record keeping on the relevant system.
- Conduct regular engagement with team members in order to cascade information and team objectives.
- Build a capacitated team through innovative hiring and training techniques
- Make recommendations to optimise the function and service delivery.
- Collaborate with relevant teams by sharing best practices and knowledge to enhance service delivery.
- Analyse team performance through various statistical and reporting methods and engage with team to increase quality and client satisfaction.
- Manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets.
- Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
- Develop processes and procedures to increase effectiveness and quality of services provision, and to develop proactive ongoing improvement initiatives.
- Provide efficient administration services through careful and timeous planning, reporting and updating of all related information.
- Track, control and influence activities with the specific aim to increase and improve operational efficiencies
- Cultivate and manage working relationships with a variety of stakeholders.
- Review and present as required, periodic performance reports related to your team and resources.

**Competencies**
- Business Acumen
- Client/Stakeholder Commitment
- Drive for Results
- Leads Change and Innovation
- Motivating and Inspiring Team
- Collaboration
- Impact and Influence
- Self-Awareness and Insight
- Diversity and Inclusiveness
- Growing Talent

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