Our Telehealth department is looking for a Supervisor to supervise the Telehealth department to reach and maintain set standards. Key Tasks 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 -Analyse 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: -Registered with SANC -Call Centre experience -Dispensing Certificate -Matric 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
