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Assistant Centre Manager
3 weeks ago
JOB SPEC - Assistance Center Manager (AM)
**Benefits**:
Medical Aid: Discovery Classic Smart plan for employees and max 2 children, under 18 (paid in full by the company)
Retirement Annuity: after successful completion of the probation period (6 months) - 10% of the basic salary paid by the company towards our RA benefit
Annual performance bonus
21 working days' leave
Free undercover parking
13th check = bonus paid out in birthday month
Working hours: Monday - Friday 9 am - 5 pm
PURPOSE OF THE JOB:
The Assistance Center Manager ensures the optimisation of the Assistance Centers' performance in line with the given company business strategy. He/she assures a high standard of assistance performance. He/she continuously strives to improve the professional quality of services about staff, case handling procedures, IT equipment, QA, and cost control.
**MAIN RESPONSIBILITIES**:
Scope of responsibilities: (The following list may not include all the duties assigned)
Implementation of company business strategy
Identifying the needs of current customers under their business development
Implementation of long-term targets in assistance operations
Compliance with legal regulations
Representing the company in meetings, negotiations
Controlling of assistance performance
Following standard and customized rules and procedures
Leading the team of Assistance Supervisors and Deputy Assistance Manager
A permanent control of assistance workload, service level compliance, and efficiency, based on feedback from assistant supervisors and internal tools (Power BI, performance checklists, outcome from phone system, RON, etc.)
Support for assistance processes´ implementation in IT environment (call center, Globo, RON, others)
Monitoring and improvements of quality and cost control tools in assistance operations
Back-up for authorization of high-cost claims
Tasks defined by Disaster/Contingency Plan and Business Recovery Plan
Close cooperation with GM and Deputy Assistance Manager, mutual backing
Interfaces with CRM, HR, IT, legal and process development departments
International co-operation
Integration of EC PRG active 24/7 assistance into ECH structures
Participation in ECH Superusers' activities
Supervising regular communication with ECL
Following international development in the branch
Permanent improvement of professional qualification
In the company
Personally
Objectives:
- Focus on integration with Company and Customers´ needs
- To control 24/7 active assistance performance
- To build up and develop a Company position within the Group
POSITION PROFILE:
Education/knowledge and experience:
University degree
At least 7 years of working experience in Medical Assistance or similar industry.
Experience in leading a team of junior staff members,
Excellent at communicating user's needs to software specialists,
Customer Service oriented, Solution oriented,
Full computer literacy in Microsoft Office tools
Language skills:
Fluent in at least 2 languages, one of which must be English - German language an advantage
Other skills:
Flexible, stress-resistant, systematic, reliable, able to solve conflicts, team player and team leader, able to handle confidential information.
Work well under pressure
Strong communication skills
Other characteristics/specifics of the position:
Openness to take on-call responsibility to support the team
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