Gap Service Centre Team Leader

1 week ago

Westville, South Africa Kaelo Full time

**Company Description** About Kaelo**
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

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**
- **
Accountability**:

- ** Action orientated**:

- ** Collaborative**:

- ** Communication**:

- ** Business writing skills**:

- ** Manage complexity**:

- ** Problem solving skills**:

- ** Decision thinking**:

- ** Encourages engagement**:

- ** **Resilient and adaptive**:

- ** Resourceful**:

- ** Demonstrates self-awareness**:

- ** Purpose driven**:

- ** Significance and values orientated

  • Gap Claims Specialist

    2 days ago

    Westville, 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. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee...

  • Insurance Call Centre Agent

    1 week ago

    Westville, South Africa The Dream Is Everything Full time

    **Who are we?** Quality is at the heart of what we do. Combining passionate people with leading Insurance products, we work together to build trust in society and to provide affordable insurance cover for all South Africans. It's a really exciting time to be joining us. We’re growing our sales teams and investing a huge amount in our people and their...

  • Gap Billing Specialist

    2 days ago

    Westville, 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 Billing Specialist is required to provide support in respect of end-to-end billing processes. They are responsible for the reconciliation and...

  • Gap Claims Specialist

    2 weeks ago

    Westville, 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 Claims Specialist manages the assessment of claims and has specialised knowledge of the claims environment. There is a strong focus on accurately and...

  • Casual Sales Assistant

    2 weeks ago

    Westville, South Africa Swarovski Partner Boutique Full time

    We are hiring a Casual Sales Consultant to join our **SWAROVSKI **store in Pavillion Shopping Centre. As a member of a **Premium Fashion Brand Boutique**, you will assist the team to succeed by achieving **Sales Targets, Growing Customer Loyalty and Promoting our Product through the Development of Excellence in Customer Service.** **WHAT WE EXPECT FROM...

  • Patient Support Supervisor

    1 week ago

    Westville, South Africa MyHealthcare Clinic Full time

    The Patient Support Supervisor Role We’re looking for a results-driven Call center /Reception Supervisor with strong Customer Service and Sales background. You need to have excellent interpersonal skills to actively seek out and engage customer prospects. A patient support supervisor oversees the daily operations of a team of call centre consultants,...

  • Customer Service Agent

    2 weeks ago

    Westville, South Africa Office AutomationTelecommunications Full time

    Job functions - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Manage large amounts of incoming calls - Log service calls received - Ensure timeous...

  • Gehs Call Centre Agent

    6 days ago

    Westville, South Africa SA Home Loans Full time

    **Key Responsibilities**: - Inbound and outbound experience and ability - Facilitate end to end enrolment process - Provide end to end enrolment support - Manage and resolve customer queries - Provide customers with product and service information - Enter new customer information into system - Update existing customer information - Identify and escalate...

  • Senior Manager

    2 days ago

    Westville, South Africa Tych Business Solutions Full time

    As a Senior Manager - Infrastructure Solutions Service Delivery, you’ll be responsible to implement the strategies and initiatives that will ensure the highest level of client satisfaction and the successful continuance of business operations within the company is achieved. You will assist with and oversee and support of the delivery of delivery and...

  • Information Specialist

    1 week ago

    Westville, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: **Head: Academic** **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education...