Telehealth Supervisor - Benoni
National Risk Managers ( Affinity Health)
Benoni, Gauteng, ZA
2h ago
source : Careers24
  • Supervise the Telehealth department to reach and maintain set standards. *Key Responsible Areas : * *Maintain High Department Performance*
  • Define and communicate customer service standards
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Plan, prioritize and delegate work tasks
  • Manage resources and tools for quality service delivery
  • Review customer complaints and resolve any escalated queries
  • Track customer complaint resolution
  • Coordinate and manage customer Service projects and initiatives
  • Develop and performance manage staff
  • Identify and address staff training and coaching needs
  • Develop and implement Customer Care strategies*
  • Develop and implement customer service policies and procedures
  • Direct the daily operations of the Telehealth team
  • Analyze data to determine customer service output
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with management to support and implement growth strategies *Oversee Departmental Personnel Processes*
  • Review and assess service contracts
  • Understand and implement all roles within the department
  • Establish staffing requirements
  • Conduct interviews *Perform ad hoc Administrative Duties*
  • Monitor accuracy of reports and data base information
  • Meet departmental budget
  • Compile and submit periodic reports
  • Resolve mandate queries received from the bank
  • Perform other duties as delegated by management *Essential Qualifications*
  • Matric *Essential Experience*
  • Minimum 2 years contact center / customer service experience in a call center environment
  • 3-5 Years Teamleader / Management experience
  • Previous exposure in team development, team motivation and systems *Knowledge and Skills*
  • Exceptional verbal and written communication skills
  • Good listening skills
  • Organizational skills
  • Leadership skills
  • Problem solving skills
  • Computer literacy (MS Word, MS Excel, MS Access, MS PowerPoint and MS Outlook)
  • Delegating skills
  • Negotiating skills
  • Reporting skills
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