Eap Team Leader

1 week ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Momentum Health Solutions (MHS), an entity of the Momentum Metropolitan Holdings delivers sustainable, integrated health and wellness solutions that meet the needs of clients in the different segments and maximizes 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 Wellness capabilities.
Role Purpose

The EAP Team Leader's role is to ensure compliance with call centre and SLA requirements according to defined protocols.
Requirements
- Qualified social worker / Psychologist / HPCSA registered Counsellor
- Min 3 years’ experience within wellness / a therapeutic context / EAP context.
- Advanced MS Office proficiency
- Min 2 years experience in EAP care centre environment
- Counselling, case management, corporate wellness and quality management experience is advantageous
Duties & Responsibilities
- Responsible for the distribution of workflow.
- 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.
- Coordination, management, and monitoring of CISDs according to a level of excellence that exceeds the client SLA’s.
- Proactively engage and contribute in 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 TCs, Case Managers, and Administrators to ensure departmental objectives are met.
- Issue staff instructions (memos, guidelines) to address specific issues.
- Ensure cases are allocated evenly and the telephone coverage of EAP Lines and Calls are monitored accordingly.
- Assist Manager with ad-hoc requests.
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.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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