Healthy Company Care Team Leader at Discovery Limited

Key Purpose

The successful incumbent will operate within the Healthy Company operational area and will be responsible for the management and care of the coach team, to ensure operational, production and quality targets are met, and that the area is functioning optimally and delivering on its mandate to both its internal and external customers.

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• Meeting performance targets for quality, sentiment and productivity for the team
• Develop the required framework and structure for the Healthy Company coach team, which includes KPI’s, operational reporting, workforce management systems etc.
• Liaising with third parties to gather information and resolve issues timeously
• To prioritize the work and ensure all designated tasks are completed within designated turnaround times.
• To provide support to your staff so they are enabled to function optimally in their role
• Identify and propose solutions to processes and service related failures
• Manage a team of coaches and CRMs
• Develop, coach & motivate a team to excel in performance and service delivery
• Responsible for the performance management of staff
• Identify talent and develop talent within the team
• Ensure that the service levels are maintained
• Handle the administrative functions required
• Identify quality issues and take corrective steps by actioning quality trends
• Responsible for resolving escalated calls
• Relationship building with internal clients to achieve objectives
• Relationship building with external partners to achieve objectives
• Able to multitask and meet allocated deadlines daily
• Drive results and solutions through the team
• 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 team
• Engage others in decision making, encourage consultation and 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
• Understanding of  IQS, implement iQS targets in the team and compliancy in ensuring IQS objectives are met

Knowledge and Skills

• Presentation and reporting skills
• Be able to work and think independently and generate solutions with minimal input from senior management
• Excellent written communication skills
• Ability to work under tight deadlines and pressure
• Problem solving by identifying key issues and relationships

Education and Experience

The following requirements are essential:

• Matric
• MS Office Suite – with Intermediate Excel abilities
• Knowledge of Healthy Company and DH systems
• Knowledge of Healthy Company product and benefits
• Minimum of 3 years Team Leader experience
• Minimum of 5 years formal work experience

The following requirements will be advantageous: 

• 1-2 year’s exposure to Discovery Health
• Knowledge about Healthy Company, and or other employer purchased products, and or other existing employee assistance programme services and/or experience in provision of EAP services