Team Leader: Assistance

Our Client, in the client service industry, providing medical response services to clients travelling for business and leisure, is looking for a Team Leader: Assistance who will be responsible for the day to day management of the assistance staff and workload. The Team Leader will be required to ensure service levels and team performance targets are achieved, as well as closely manage high profile cases.

Working hours: Shifts between Wednesday and Sunday (10h00 – 19h00) 

Key Responsibilities:

• Ensure department standards and quality objectives are maintained to deliver a consistently excellent customer and client service.
• Monitor and manage team members’ performance, identify training needs and provide coaching and feedback to facilitate ongoing development and continuous quality improvement.
• Monitor daily workloads and ensure all cases (particularly those which are high profile/high cost) are managed according to client, department and regulatory standards.
• Plan and manage resources to ensure sufficient coverage to deliver against client/department service standards.
• Provide practical and technical support to the team in every aspect of their duties on a daily basis and through regular documented formal and informal appraisal and one to one interaction.
• Assist and deputise for the Operations Managers in all aspects of their duties including regular updates on workload and high cost/high profile cases and keep the management team and underwriters fully informed.
• Proactively manage, resolve and escalate as appropriate any complaints, problems, queries, case management issues and team management issues, reporting back to the Operations Managers on a regular basis.
• Establish and maintain a motivational and productive working environment within the team.
• Keep up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Share experience, knowledge and expertise with colleagues via close co-operation and efficient communication both in the department and throughout the company, to ensure the best service is delivered at all times.
• Actively manage employee issues such as performance or conduct, seeking guidance from management or Human Resources where necessary.
• Assist with all aspects of recruitment and selection as and when necessary, in line with policy procedures and updates.
• Participate effectively in operations and management meetings as required.
• Participate in and complete any other duties as appropriate and as required.
• First on call with back up from Operations Managers.
• Undertake and participate in own performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
• Take responsibility and ownership for ensuring compliance to department and companywide policies and practise both personally and by direct reports.
• Act in a professional, polite and courteous manner towards others at all times.

Minimum Requirements:

• Proven knowledge and experience of working within the client assistance arena (medical or call centre)
• Team Leader/line management experience would be an advantage (coaching/training will be provided)
• Evidence of commercial awareness and excellent customer service skills
• Evidence of prioritisation, delegation and time management skills
• Evidence of innovative and motivational leadership
• Excellent verbal and written communication skills
• The ability to build positive relationships with the team, managers, clients and peers
• Positive and can-do approach to all tasks
• The ability to work calmly under pressure

Key Competencies:

• Excellent English communications skills
• Strong problem-solving ability
• Good decision-making skills and Initiative
• Solid Management experience
• Ability to work under pressure and tight deadlines

Please send your CV and salary expectations to cindy@tsm.co.za

Should you not receive correspondence from us within 2 weeks of the closing date please consider your application as unsuccessful.

 CLOSING DATE: 20 September 2022