About Universal
Universal Healthcare has established itself as a leader within the South African healthcare industry. Through our evidence-based integrated healthcare services, we aim to facilitate access to healthcare for more individuals.
Universal Healthcare’s integrated services include health insurance administration, corporate health and employee wellness programs, managed care, occupational health programs, an extensive network of healthcare professionals/providers, and health insurance, including gap coverage, among others
If you want to contribute significantly to the growth and development of an innovative company, be challenged in a line of work that really impacts people’s lives for good, and engage in a fantastic team environment, we’d like to hear from you.
About the role
The Senior Call Centre Manager role is a senior management position responsible for managing all servicing queries of medical scheme members, healthcare providers, brokers, employer groups and other stakeholders. TThese teams are required to manage all service related queries received through correspondence, inbound and outbound and in the future webchat platforms.
The Senior Call Centre Manager will be required to oversee and manage the performance of these teams daily to meet scheme SLA’s and drive client service excellence. In addition, the Senior Call Centre Manager will be required to provide guidance on how to further optimise, streamline and automate all servicing workflows and drive client centricity through well-designed client engagement interactions across the business unit.
Duties and Responsibilities
- Daily management of all member and provider servicing functions (specific to call centre and related support functions)
- Manage and oversee the activities of all teams through team leaders to ensure the resolution of all telephonic and other queries received within the timelines specified in the SLA’s of all Schemes is achieved and enhanced
- Ensure that teams drive required agent behaviour of:
- First time resolution
- Increased workload per agent
- Improve client satisfaction
- Provide guidance, mentorship and where necessary performance manage team leaders so that they are able to:
- Recruit and appoint new staff members strictly according to the recruitment policy
- Monitor and evaluate call centre agent’s performance to ensure that the quality of query resolution is at a high standard.
- Obtain information on all new processes and products affecting their areas of responsibility and have implemented a way of work that ensures call centre agents are tracked, updated and actively managed on a daily basis
- Achieve, Maintain & Improve standard SLA’s of service function
- Research and advice on best call centre practices and technological support structures.
- Performance management of staff reporting into the function
- Oversee the QC and Product Coaching function to ensure that there is consistent quality control and oversight of all service processes and identified service gaps are reduced through coaching
- Ensure the development, management of and adherence to SOPs
- Take part & make a meaningful contribution with all new Business ventures
- Assist and provide input regarding servicing processes required to be maintained and implemented to support all scheme take-ons
- Work with scheme take-on project members to identify risks, provide function requirements, manage system changes, and oversee agent training through the training function
- Provide input on mandates required to be put in place, reviewed and updated
- Ensure that SOPs are development and implemented as required
- Manage the set-up of all service management workflows and systems to support scheme take-ons
- Oversee and sign-off the development and execution of testing required to ensure the stability of servicing systems post-implementation
- Post-implementation monitoring
- Oversee all service process and system changes required to support Scheme year-end benefit and option changes
- Assist & Contribute to Benefit Design by providing feedback relevant to Fund Managers and the GM
- Participate in Benefit design sessions where required
- Participate in Annual Year end project set-up and provide input on servicing process and system requirements to be met
- Work with project members to identify risks, manage benefit and limit changes, update and review of mandates and development and implementation of SOPs and ensure agents are equipped to service on changes and trained as required
- Manage the set-up of all service management workflow and systems
- Oversee and sign-off the development and execution of testing required to ensure the stability of servicing systems post-implementation
- Post-implementation monitoring
- Automate and digitise service workflows and support other administrative functions such as credit control, membership and assessing with resolving and reducing service issues
- Review service workflows and processes and identify opportunities for digitisation and automation
- Review servicing volumes that can be automated or optimised
- Make recommendations to the GM of any changes required to advance existing systems and processes
- Develop approved business cases, enhancement requests and drive prioritisation and delivery of these requests with the relevant Product Owners within the Agile delivery framework
- Oversee and sign-off the development and execution of testing required to ensure the stability of servicing systems post-implementation
- Post-implementation monitoring and report on attainment of predicted ROI based on implementation effected
- Improve processes to drive efficiency and effectiveness
- Review existing processes
- Identify opportunities for continuous process improvement and drive changes to operational processes in order to improve efficiency and effectiveness
- Identify opportunities for workflow and productivity improvement
- Make recommendations to the GM of any changes required to advance existing systems and processes
- Develop, drive and oversee the implementation of all processes agreed on
- Maintain operational excellence within the Service function to drive Client Centricity
- Participate in the development and implementation of client-centric service process
- Ensure that client feedback in continuously reported on through surveys conducted and an NPS score above 7 is maintained
- Provide guidance to the team on how to improve client satisfaction through training, scripting, and soft skill development initiatives put in place
- Ensure that all processes are defined and complied to
- SOPs are documented and kept up to date for ISO accreditation
- Delivery of daily, weekly, monthly and quarterly assessing stats and reports as required by the GM and various stakeholders
- Ensure all departmental administration/procedures are completed and submitted as per standard
- Support the GM with the implementation of any service-related initiatives/projects
- Support all auditing requirements, including compliance and proof of meeting controls implemented within the function
- Sign off of all controls on a daily basis as specified by SOP and audit recommendations
- Research client servicing best practices and make recommendations for ensuring the department is viewed as a best-in-class Healthcare Administration Servicing function
- Develop a motivational staff environment aligned to Universal’s Values
- Ensure all staff are trained and adhere to the relevant departmental and company SOP’s and policies
- Hold frequent meetings with staff to ensure that SLA’s are tracked and maintained
- Ensure that a positive, motivated team culture is developed and maintained within the function
- Ensuring that the staff are committed to working across the various service functions, as well as held accountable for their work
- Ensure all staff have KRA’s completed as required
- Ensure all staff have completed annual development plans
- Ensure staff training gaps are frequently identified and training occurs to continually elevate staff in the performance of their tasks
- Support the Operational team’s attainment of strategic and operational objectives
- Collaborate and work with peers in the achievement of Universal Administration’s Strategic Objectives
- Support the GM: Operations
- Identify opportunities for improvement and take initiative to add value across the Business Unit with the guidance of the GM
- Support all Universal Group stakeholders with project, implementation and strategic goal delivery as required
Required profile for job ad : Senior Call Centre Manager - Winhoek
Experience and qualifications requirements
- Matric
- Appropriate tertiary/post-graduate qualification
- 5 years’ experience in managing a call centre with multiple teams
- Strong history of managing a call centre with multiple teams
- Has knowledge of industry best-practice
- Proven track-record in driving service improvements in call centre environments
- Experience in a Healthcare Business Administration environment desired
Skills requirements
- Strong analytical and administrative skills
- Report writing skill
- Strong verbal and written communication skills
- Communication skills
- Teamwork
- Organisation Skills
Competencies requirements
- Self-starter attitude with passion and servant-leadership style of management
- Ability to work in high high-pressure and fast-paced environment
- Ability to think through and solve complex problems
- Must be able to work in a team
- Good organisational ability and able to meet tight deadlines
Language requirements
- Speaking and writing fluently in English
- Speaking and writing Afrikaans and/or another language would be an advantage
Computer literacy
- Proficiency in the following programs is required:
- MS Office (Word, Excel, PowerPoint, Outlook/email, Explorer/Internet)
- Smart sheets
- Experience in the use of a medical aid administration or managed care systems would be an advantage
- Call centre systems
Work requirements
- The position will be based in Windhoek,Namibia on a full-time basis
- Confidentiality of all patients’ clinical information and conditions to be maintained and respected. The employee will be required to sign a confidentiality agreement.
- Travelling may be required
- Willingness to work long hours when required
The Employment Equity approach of Universal Healthcare broadly aims to:
- Foster diversity in the workplace;
- Promote equal opportunity and fair treatment in employment through the elimination of all forms of unfair discrimination.
