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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Key Purpose
Assumes accountability for the service delivered to all Discovery clients from an Clinical Call Centre perspective.
Areas of responsibility may include but not limited to
Job responsibilities include among others the following:
Effectively manage the Clinical Call Centre Service Team
Improve service delivered by the Service Team to all the Discovery clients
Communicate effectively to all Discovery clients and stakeholders about Service Team issues
Adhere to standard operating procedures and/or laid down policies and procedures
Develop best practice Call Centre policies and procedures
Resolve conflict optimally in disciplinary and grievance situations
Ensure compliance with all relevant Service Centre policies
Assist with resource planning where necessary
Ensure that SLA (internal & external) is in place and reached
Ensure effective and efficient budgeting and forecasting of headcount, cost etc
Influence and motivate staff to high levels of performance
Develop optimal relationships with all stakeholders who influence the efficiency of the organisation, externally or internally
Build strong team relationships which generate energy towards strategic achievements
Promote harmonious cultural diversity within the Service Team
Develop and empower employees and promote an environment of continuous learning
Acts as a mentor and counselor in development issues at an individual and/or group level
Identify, develop and maintain appropriate skills levels aligned with strategic intent
Communicate regarding strategy and influence people to strive towards the achievement of the strategic objectives of the organisation
Constantly monitor and drive achievements of strategy
Display innovation and creative thinking in optimising the performance of the Service Center and the organisation as a whole
Be a role model for all in regard to performance, values and commitment to the goals of the organisation
Engage others in decision making, encourage consultation but be responsible for effective decision making
Build relationships with employees that promote and support trust, confidence and the achievement of mutual needs
Be a champion in supporting excellence in client service.
Constantly drive results through others
Personal Attributes and Skills
Excellent verbal and written communication skills
Strong numeric ability
Attention to detail
Leadership skills
Interpersonal skills
Problem solving skills
Decision making skills
Planning and organising skills
Stress tolerance
Organisational awareness
Client focus.
Qualification and Experience
Essential
Two or more years leadership/management experience within a call centre
Four or more years call centre operations
Six or more years’ experience within a Service Industry
Grade 12 with Mathematics
Basic knowledge of Resource Planning Principles
Advantageous
Previous/Current Client Service Manager
Clinical. or related degree
Clinical. or related experience
Formal training in Coaching Skills
Computer Literacy, including all Microsoft products, in particular Excel, MS Office, MS Outlook
Proficient in English
Employment Equity
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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