The Candidate will be responsible for supervising the Inbound Pharmacy Cluster. Ensure accurate and timely feedback on escalated enquiries and/or complaints within SLA requirements and agreed timelines. To deliver a high standard of customer service and to meet customer needs.
Description
- Abandoned calls to be less than 2%
- Attend to XTREME Actions within 1 working day
- Attend to blindchecking within agreed timelines
- Ensure that team logs service failures accurately and according to standard operating procedures
- To ensure 1st time query resolution within agreed timelines
- Ensure compliance to company policies and procedures at all times
- Participate in ad-hoc projects which may be necessary for the Group at large
- Continuous liaison and interaction with IT Support
- Adherence to and management of good housekeeping practices
- Compiling and presenting daily/weekly/monthly/quarterly/ad hoc reports
- Attend weekly, monthly and Ad-hoc meetings
- Support Company Transformation Plan Strategy
- Identify High Performance Individuals (HPIs) and create Personal Development Plans (PDP). Conduct coaching and mentoring of HPIs
- Monitor staff productivity
- Manage staff time & attendance according to Company Policies
- Ensure completion of QA and Service Failure Logs within agreed timelines as per the Standard Operating Procedures
- Attend to IR processes in accordance with SOP timelines
- Assist business with ad-hoc call transcription requests
- Payroll submissions to be done within agreed timelines
- Ensure Performance Assessments are conducted within agreed timelines
- Implementation and management of reward & recognition programme
Work Output
- To ensure that the Inbound Pharmacy Cluster is operating effectively and efficiently
- Good Time Management: Outcome driven and deadline oriented
- Ability to prioritize work to achieve the required daily outcomes
- Ensuring systems are regularly updated and in working order
- Effective reporting and enhancement
- Constant interaction with IT
- Continuously submit recommendations for process changes to prevent any reoccurrence of the same causal factors
Customer Service
- To deliver a high standard of customer service and to meet customer needs
- Investigate and resolve queries received through the Escalated channels, and provide feedback within SLA timelines and Requirements.
- Effectively distribute all correspondence received and monitor the quality of the feedback given and ensure adherence to SLA requirements.
- Good Collaboration with Colleagues and Management
- Adaptability and problem-solving capabilities
- Ability to identify and escalate problems through relevant channels
- Maintain good relationships with the Group at large
- Willingness to work overtime
- Self-initiative and willingness to constantly exceed expectations
- Self-motivated
- Be fully conversant and informed on GEMS Penalty Matrix. Ensure that all service failures are logged accurately and within agreed timelines
- Ensure adherence to GPP at all times
Operational Management
- Maintain good housekeeping standards
- Take responsibility for all Inbound Pharmacy Cluster processes and activities
- Complete QA logs and issue interventions within SLA timelines
- Ensure compliance at all times to company policies and procedures
- Attend weekly Operations Meeting with all department heads
- Weekly meeting with staff in department
Staff Management
- Probation Assessments done timeously within agreed timelines
- Audit – Meet and exceed company benchmark
- Optimisation of working hours and appropriate management of overtime
- SOP: Training and Assessments done within agreed timelines
- SOP: Competency as per company benchmarks
- Staff training needs identified and provided continuously and timeously (appropriate training material prepared as required)
- Identify High Performance Individuals (HPIs) and create Personal Development Plans (PDP), coaching and mentoring of HPIs
- Appropriate mechanisms in place to monitor staff productivity, attendance, leave and timekeeping
- Effective management of staff productivity, attendance, leave and timekeeping (Eco-Time; ESS)
- Conflict management and appropriate levels of discipline maintained
- Monitor IR processes within department within SOP timelines
- Demonstrate leadership in conflict situations
- Support Company Transformation Plan Strategy
- Manage time & attendance according to Company Policies
- Implementation and Management of reward & recognition programmes
- Discuss non-compliance with the relevant people/departments
- Communicate and Implement action plan to address non-compliance
Reporting
- All reporting to be timeous and accurate within agreed deadline
- Corrective action taken as a result of reporting
- Monitoring of the SLA Compliance report and action taken as a result of the information on the report
- Monthly and Quarterly Reporting to Customers (i.e., GEMS)
- Weekly/Monthly Overtime Forecasting
QUALIFICATIONS
Grade 12
IDEAL
Related degrees/diplomas or certificates (e.g. customer relations/marketing & sales or project management)
EXPERIENCE
1-2 years managerial/supervisor experience
3 or more years administrative experience
IDEAL
Health care industry experience
SAPC
TRAINING REQUIRED
Training on company systems (e.g. Call Cabinet, MedipostApp, MS Office (advanced), ESS, Eco Time, Magnitude gold)
COMPETENCIES
- Exceptional managerial, leadership and administrative skills
- Superior interpersonal skills: both persuasive and influential
- Excellent communication skills: both written and verbal
- Ability to understand and interpret data
- Problem Solving
- Knowledge of HR/ER Processes
- Strong organisational and prioritising skills
Specific Requirements/Other important information
- Make day to day operational decisions pertaining to the Inbound Pharmacy Cluster to ensure effective operations and customer satisfaction
- Make suggestions for improvements to processes and methods for higher approval
- Ability to prioritise large workloads
- Ability to accept and take charge of projects allocated on short notice
- Willingness to work overtime during high-pressure periods
- All decisions affecting financial, staffing and the strategic direction, referred upwards
- Attend off-site meetings/conferences, etc. List representation on specific Medipost Committee Structures
- Weekly Operational Meeting; Line Manager’s Meeting; Internal Ops Meeting, Ad Hoc Meetings, weekly marketing meeting
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