Job Title
HealthCare Team Leader – Corporate Account Management
Reports to
Account Manager
Key roles
Delivery of operational excellence and transformation within Customer Care Solutions. The successful candidate will be required to identify and remediate operational issues as needed in different parts of the operation, as well as proactively drive transformational change to maximise the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.
Specific responsibilities (including but not limited to)
* To provide strong and visible leadership to their Team members through clear and engaging communication and working collaboratively with the Operations Manager to consistently achieve SLAs and Targets.
* Responsible for team delivery of a professional and motivated customer services.
* To develop the Customer Service Capability and Performance of the team in collaboration with the Operations Manager and fellow Team Leaders.
* Point of technical and process referral for the Team members.
* Performance management including completion of monthly incentives for direct reports, working with the Operations Manager to set and monitor appropriate team and individual targets.
* Active involvement in weekly sales team meetings to review and develop team performance.
* To support the Operations Manager in planning resource / campaign scheduling.
* To liaise with the QA Unit to monitor and resolve complaints in accordance with CPC.
* Work with Operations Manager to develop Management Information for monitoring of team performance.
Qualifications/skills
* APA Qualification essential
* A minimum of 3+ year's in a similar operational role focused on transformation and people management
* General insurance and /or operational management within business process outsourcing background desirable
* A degree in business or related discipline
* Client or Project Management experience desirable
* Experience with training and managing quality in complex multi-client environment
* Excellent written and verbal communication skills
* Experience managing Work Force Planning / Optimisation (desirable not essential)
* Excellent motivational and organisational skills
* IT literate including all MS platforms
Experience
* 6 months experience in a Customer Service Role
* Proficient in Microsoft Word / Excel / PowerPoint
* Demonstrated strong people management skills
Colleague Benefits
* Education Contribution
* Career development and progression
* Tax Saver Travel Scheme
* Sedgwick's Sports & Social Club
* Discounted Personal Training group circuit classes
* Discount Benefits
* Employee Assistance Programme
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.