Job Description

Introduction

Momentum Health, an entity of Momentum Group delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise 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 Health capabilities.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Lead the team of customer service consultants. Identify ways to improve customer experience and level of satisfaction. Ensure standard operating procedures are documented, maintained and aligned to enable excellent service delivery. Monitor performance, conduct coaching, provide training, guidance and support. Manage and resolve internal and external queries and or escalations. Manage the daily running of the call centre, including effective resource management, leave and absenteeism management, schedule adherence and overall compliance to KPI, productivity standard and all operating procedures.

Requirements

Formal Qualifications:
Grade 12 or equivalent,
Business related qualification,
Industry related qualification,
Minimum 3-5 years call experience in a in the healthcare or insurance industry.
Health4ME experience will be advantageous.
Previous exposure to a call centre or people management role will be advantageous.
Knowledge of Oracle, MSF Office such as Word, Excel and PowerPoint would be advantageous.

Duties & Responsibilities

Organizing work,
Manage process and workplace ethics and compliance
Ensure the business and the departmental code of ethics are always adhered to.
Defining and Communicating goals
Connecting work to context - Engage employees to workplace values and strategic outcomes
Promotes teamwork, fairness and equality.
Delegating tasks
Leading by example
Allocating and managing resources
Problem solving
Managing project progress
Reporting progress to stakeholders
Coaching to improve team member skill sets
Motivate, influence and persuade team members to accomplish their goals.
Driving results through others
Nurturing team member strengths and identifying areas for improvement
Representing and advocating for team needs
Encourage Problem solving and promote a solution orientated workplace.
Driving accountability and productivity culture
Monitor and drive SLA adherence
Monitor, analyze and review business processes to with the aim to drive excellence and delivery first time query resolution.
Manage business systems and report any technical issues or system failures.
Manage turn-around times and escalate where necessary.
Provide monthly reporting

Competencies

Customer and service orientated
Communication skills (Verbal and Written)
Analytical thinking
Influence and Persuade
Motivating others
Drive results through others.
Bias for action
Conflict Management
Self-Control
* Personal values are aligned to that of the organisation,including Honesty and Integrity.