Job Description

MyHealthcare Clinic (www.myhealthcareclinic.com) is a fast-growing healthcare/tech company that provides private healthcare services (doctor, dentist and specialists, all 'under-one-roof') to a client base that values high quality healthcare. The company has multiple clinic sites in England and is rapidly expanding.

The Patient Support Supervisor Role

We're looking for a results-driven Call center /Reception Supervisor with strong Customer Service and Sales background. You need to have excellent interpersonal skills to actively seek out and engage customer prospects.

A patient support supervisor oversees the daily operations of a team of call centre consultants, ensuring they meet performance goals and provide high-quality customer service. This role is vital for maintaining productivity, addressing escalated issues, and fostering a positive and motivating team environment.

We are looking for dynamic people to join our team. Your role will be to provide 5-star customer service and help improve conversion rate and increase our membership subscriptions.

The position will be based in our offices in Westville and will provide the right candidate with support and opportunity for growth.

Responsibilities:

Team Leadership and Management:

Lead, motivate, and mentor a team of customer service agents to deliver exceptional service and achieve performance targets.

Monitor daily call centre operations to ensure smooth workflow and high service standards.

Performance Monitoring and Coaching:

Track and report on key performance indicators (KPIs), such as call volume, average handle time, resolution rates, and customer satisfaction.

Conduct regular quality assurance checks, including monitoring and reviewing agent calls and tickets.

Provide regular coaching, feedback, and training to staff to improve performance and address skill gaps.

Issue Resolution:

Act as the first point of contact for escalated customer complaints and complex issues, resolving them effectively and professionally.

Working closely with the team, you will help identify operational issues and suggest improvements to processes and procedures.

Hiring and Development:

Participate in the hiring process by interviewing and onboarding new employees.

Compliance:

Ensure all team members adhere to company policies and procedures.

Maintain strict confidentiality of sensitive customer and company information.

Skills and qualifications

Experience:

Proven experience as a customer service supervisor with sales experience - minimum of 2-3 years

Medical and dental experience an added advantage

Hospitality and retail supervisor experience will also be considered

Fast learner and adaptable to change

Excellent verbal communication skills

Priority to high customer satisfaction

Excellent knowledge of MS Office

Highly motivated and target driven

Prioritizing, time management and organizational skills

Relationship management skills and openness to feedback

Strong leadership and people management skills, with the ability to motivate and guide a team.

Excellent communication and interpersonal skills to build relationships and communicate effectively with staff and customers.

A results-oriented approach with excellent organizational skills.

Job Type: Temp to perm depending on performance and operational requirements.

Subject to making it through the 2-week training period

Job Type: Temp to perm

Pay: R13000,00 - R15000,00 per month

Work Location: In person