Co-Manager, Wellness Service (Call Centre / Clinical Programs) at Intersect Consortium

Position Summary

• The Co-Manager will work closely with the current Manager to ensure the Wellness Service runs effectively and meets expected standards.
• This role focuses on overseeing daily operations, supporting staff, improving service quality, and ensuring both call centre and clinical services are delivered efficiently and professionally.
• The Co-Manager will share responsibility for team performance, service delivery, and client satisfaction.

Key Responsibilities
Call Centre Management:

• Oversee the day-to-day running of the call centre together with the Manager
• Support scheduling, shift planning, and team availability
• Monitor call activity and ensure timely and professional responses
• Ensure client issues and complaints are logged, followed up on, and resolved quickly
• Step in to manage operations when needed and ensure continuity of service
• Review performance data (call volumes, response times, service levels) and flag concerns early
• Help improve systems and processes to make the service more efficient

Quality Assurance:

• Monitor call quality through listening and evaluation and update call monitoring log in real-time
• Provide regular documented feedback to agents on performance.
• Identify and address areas for improvement in call handling procedures.
• Track individual agent performance metrics, including adherence to schedules, call handling quality, and performance against set goals.
• Working with the Wellness Management team to develop and update quality assurance standards and procedures.

Training:

• Organise and oversee a structured and comprehensive induction program for agents, including the development and delivery of Standard Operating Procedures (SOPs) for the call centre, customer service training, and other relevant onboarding materials.
• Ensure that all new agents are fully onboarded and proficient in procedures before they begin handling calls independently.
• Work with the HR Department and Qactrep to develop an Annual Training Calendar and organise and conduct training sessions to enhance team skills and knowledge.
• Track training dates, topics, and attendance of training sessions and record feedback and assessments from these sessions.

Clinical Programs:

• Design and update clinical programs and treatment protocols to ensure they are evidence-based and meet the needs of patients for each wellness clinical program.
• Working with Qactrep, create and deliver training programs to enhance the clinical skills and knowledge of call centre agents.
• Liaise with the clinical and psychology leads of the units to organise clinical training for the counsellors
• Track the quality and efficiency of clinical services, noting any deviations from standards or required improvements.

Service Development:

• Working with the Wellness manager, design and launch new programs and initiatives that align with client needs and market demands.
• Oversee the implementation of new programs, ensuring they are delivered effectively and meet client expectations.
• Evaluate and improve existing services to enhance their effectiveness and appeal to clients.
• Set up and manage a system to collect and review feedback from clients and team members. Use this feedback to improve service and operation
• Record details of client complaints, including the nature of the issue, resolution steps taken, and the outcome. Include timestamps for when issues were reported and resolved.
• Document instances where issues were escalated beyond the call centre, noting the reason for escalation, actions taken, and the resolution status.

Business Development & Growth:

• Work closely with the business team and management to support growth of the Wellness Service
• Identify opportunities to improve existing services and develop new ones
• Help design and package services into clear, marketable offerings (e.g. employee wellness, school wellness, family support programs)
• Support the development and execution of strategies to reach new clients and markets
• Contribute to preparing proposals, presentations, and pitches for potential clients and partners
• Participate in meetings with prospective clients where needed
• Monitor progress of all business development activities and report regularly to management

Wellness Counselling:

• Providing psychosocial support to clients virtual and in-person
• Maintain complete and accurate records of work performed through case notes, client record forms and database entries.
• Evaluating patients' physical and mental behaviours and health.
• Developing appropriate treatment, recovery plans, and goal-setting.
• Provide therapeutic interventions to individuals, groups, and families as needed.
• Facilitating individual and group therapy sessions.
• Monitoring patients over time to assess treatment progress.
• Help our clients build coping mechanisms for stressful situations they encounter on the job and off the job.
• Work as part of an in-house team that offers oorganiseur employees guidance and resources for avoiding burnout and other risks.
• Be responsible for answering incoming customer calls, utilizing company policies to solve client issues and directing calls to the managerial and clinical team when necessary.
• Perform initial assessment, and intervention and make appropriate referrals of clients to our other services when necessary.
• Perform any other related duties as may be decided by the organisation.

Education & Experience

• Master’s degree in Clinical Psychology (required)
• Minimum of 5 years’ relevant experience in counselling, mental health, or wellness services
• Experience working in a call centre, EAP, or structured wellness program is an advantage
• Experience supervising or managing a team is strongly preferred

Skills & Competencies:

• Strong leadership and team management skills
• Ability to manage both operations and clinical service delivery
• Good decision-making and problem-solving skills
• Ability to handle sensitive client issues professionally and calmly
• Strong communication skills (written and verbal).