Call Centre Supervisor at Total Health Trust Ltd

Job Description

• Receive calls from members or employer groups and providers and prospective clients
• To receive calls from providers and have first call resolution on pre-authorization queries for limited and straight forward cases or route the query to the correct department for call resolution
• To receive Employer group calls and to resolve queries relating to the specific group or members within the group and route the query to the correct department for call resolution in the more complex cases
• To receive and resolve all member related calls and to ensure that all complaints and queries are resolved on first call resolution or escalate the query for resolution
• Monitor employee productivity and provide constructive feedback and coaching
• Prepare and submit performance reports
• Organize workflow and ensure that employees understand their duties or delegated tasks
• To adhere to and live the organizational value.

Qualifications

• BSc / BA in Management or relevant discipline will be considered an advantage
• Proven experience as supervisor or relevant role
• Familiarity with company policies and legal guidelines of the field
• Ability to learn a variety of job descriptions
• Excellent communication and interpersonal skills
• Outstanding organizational and leadership skills
• Good knowledge of MS Office.

Other requirements:

• Good organizational and planning capabilities
• Innovative and quick thinking capabilities
• Innovativeness
• Leadership and Guidance
• Decision Making skills
• Integrity
• Optimum Utilisation of Resources
• Adaptive, expertise, Result-Oriented, Relationship Skill
• Delegation skills
• Strategic.