Job Description

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

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 toimprove customer experience andlevel 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 centreor people management role will be advantageous.
Knowledge of Oracle, MSF Office such as Word, Excel and Power Point would be advantageous.

Duties & Responsibilities

Organizing work,
Manage process and workplaceethics 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 memberskill 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 aimto 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.

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.