Clinic Call Centre Team Leader- Midrand at Dis-Chem Pharmacies

Job Description

• Dis-Chem Pharmacies’ in Midrand has an opportunity available for a Clinic Call Centre Team Leader to join the team. The main purpose of this role to manage clinic call centre operations by directing and controlling functions to ensure that service level agreements are met and ensure Call Centre Agents perform their duties optimally.

Minimum Requirements:

Essential:

• Grade 12 – Matric or a Senior Certificate
• Relevant Business Administration Undergraduate qualification.
• 2 - 5 Years relevant experience within the Clinic Environment

Advantageous

• Supervisory experience.

Job Description:

• Ensure compliance with the industry`s legal requirements and adhere to developed strategies to promote and maintain these compliance practices.
• Assist in ensuring compliance with Good Clinical Practise standards and developing strategies to promote and maintain these compliance practices.
• Assist in ensuring the executing of clinical administrative policies and actions to enhance patient care programs.
• Assist in ensuring all nurses and clinic sisters are registered with the South Africa Nursing council (SANC).
• Ensure services are correctly allocated and Call Centre Agents are fully trained and equipped to deliver wellness intiatives.
• Assist in implementing best practice standards and clinical protocol information and procedures.
• Ensure the Clinic Call Centre consistently operates according to a high standard according to industry and Dis-Chem standard operating procedures.
• Drive the Call Centre to implement clinics and primary and specialty care programs.
• Give management regular and up to date feedback regarding Call Centre matters.
• Monitor patient service feedback and contribute towards the process of resolving complaints and service issue received from staff, visitors and patients.
• Escalate unresolved customer complaints to management.
• Assist with follow up with complaints relating to the Dis-Chem clinic to improve customer experience
• Accurately communicate operational requirements to all team members, and keeping records of all communication.
• Monitor individual performance of Call Centre Agents, including correct utilisation of in-house software programs.
• Compile operational reports and provide information to staff, in accordance with operational requirements regarding set individual and store-based targets.
• Identify areas of improvement and implement changes in operational processes.
• Adhere to Dis-Chem Policies and Procedures and Standard Operating Procedures.
• Adhere to Health and Safety rules and regulations.

Competencies

Essential:

• Ability to work under pressure.
• Make informed decisions
• Basic understanding of problem solving.
• Quality Orientation
• Communication skills
• Business acumen
• Leadership skills
• Self Management
• Management Skills
• Computer Skills – Microsoft Office: Word, Excel, PowerPoint and Outlook.

Special conditions of employment:

• South African citizen 
• General Computer skills. Unisolv
• MIE, clear criminal and credit
• Local traveling required.
• Driver’s license and/or own reliable transport
• English and 2nd language -read , write and speak

Remuneration and benefits:

• Market-related salary
• Medical aid
• Provident fund
• Staff account