Call Center Manager

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Job Ref:

JHB000227/JG

Date posted:

Monday, June 13, 2022

Location:

Johannesburg, South Africa

Salary:

Market related

SUMMARY:
A provider of best in-class administrative and managed care services with a value-added service offering aimed at ensuring streamlined, efficient, and cost-saving processes in the management of Hospital Benefit, Pharmacy Benefit, Disease Risk and Oncology is looking for a Call Center Manager.

JOB DESCRIPTION:

The role will involve managing the inbound and outbound call centre, answering and resolving the queries of medical scheme members, healthcare providers, brokers, employer groups and other stakeholders, managing the correspondence/back office department which is responsible for all queries, attending to customer care issues and facilitating service excellence for the clients they serve.

Requirements:

Matric
Degree/Diploma in Customer Care/Client Service
3-5 years of experience in call center management and CRM
Experience in a healthcare call center environment
Familiarity with telephone systems, techniques and skills
Proficient data analysis skills
Working knowledge and ability to navigate through software applications in the environment
Demonstrated verbal communication skills and ability to convey information clearly and effectively
Ability to effectively handle client escalations in a fast-paced environment
Ability to identify issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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