Eap Operational Team Leader

3 days ago

Bellville, South Africa Hire Power Full time

The EAP Operational Team Leader will be responsible for the resource planning within the EAP team. The client is a leader in healthcare solutions. This role is based within a Call Centre environment and requires an individual who enjoys corporate culture and likes to incorporate pace and structure in their daily activities

**KEY RESPONSIBILITIES**:

- Responsible for the distribution of workflow via the administration team.
- Manage the overall EAP administration, staff, and cost aspects of the EAP call centre.
- Scheduling and monitoring of clinicians’ shift schedules.
- Assess call centre statistics daily against targets and align processes and resources accordingly.
- Continuously review the appropriateness of performance targets and assist management to revise and align performance targets in accordance with changes in the environment.
- Proactively engage and contribute to regular operational meetings, whereby sufficient preparation is completed in advance.
- Draft agendas and action plans for team meetings.
- Provide regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
- Daily monitoring and motivating of Administrators to ensure departmental objectives are met.
- Issue staff instructions (memos, guidelines) to address specific issues.
- Manage the performance of direct reports
- Assist Manager with ad-hoc requests.

**MINIMUM QUALIFICATIONS**:

- Matric
- A relevant clinical degree would be advantageous
- Min 3 -5 years’ experience in leading an operational team
- Advanced MS Office proficiency

**BEHAVIOURAL COMPETENCIES**:

- Excellent communication and time management skills
- Ability to multi-task and manage priorities in a fast-paced environment.
- Ability to make decisions independently under pressure whilst being accountable to management, and hold composure with the team
- High standard of response to all clients’ queries.
- High level of emotional intelligence with the ability to balance supportive relationship building with firm boundaries.
- Solid people leadership skills.

**REF Code: TLCT**
Location: Belville, Cape Town
Profile: Healthcare/ Customer Service
Career Level: 3+ years
Employment: Permanent, full-time
E.E. / Non-EE: Preference is for African Males or Females, in line with the company’s Employment Equity policy
Working Hours: 08:00 AM to 17:00 PM

**Salary**: The package being offered is an all-in package (includes medical aid and provident fund)

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