Job Summary
Position Purpose
Deliver and enable excellence in all service moments to all stakeholders.
Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.
Committing to our service charter and strive to continuously make a positive difference.
Experience
3 - 5 years Health Care Operations Experience
2 – 3 years Call Centre Experience
Qualifications
Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous
Accountabilities
Client service delivery and quality:
- Follow procedures and cooperate with peers and leader for best possible service delivery
Compliance and Risk Management:
- Defined legal, statutory and regulatory compliance is maintained at the required standards
- Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
Financial Management:
- Contribute to cost savings within the department to assist with financial goals and targets
Operating Model:
- Meet delivery objectives through working with other team members within and linked to the department / project
- Resolve operational performance variations and problems and escalate unresolved issues to higher levels
- Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Operational Implementation of Strategy:
- Keep up to date with operational changes implemented in response to important external influences
- Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
- Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
Operational Leadership:
- Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
- Engage in development, coaching and mentoring
- Support transformation through valuing diversity