Call Centre Team Lead

One of our clients in the Medical Industry has a vacancy available for a highly skilled and experienced Call Center Team Leader with a nursing background to join our dynamic customer support team in Cape Town. This is a 12 month contract with the possibility to go permanent.

Responsibilities

As a Team Leader, you will play a pivotal role in guiding and supervising the call center agents, ensuring a seamless customer experience with the companies innovative medical scheme app. You will be responsible for addressing complex medical inquiries, providing leadership, and fostering a positive and productive team environment. Your medical expertise will be instrumental in assisting both the team and customers in navigating primary healthcare-related queries and concerns while using the medical scheme app. Key Responsibilities:

• Lead, mentor, and supervise a team of call center agents, ensuring that they meet performance targets and provide exceptional customer service.
• Conduct regular performance evaluations and provide constructive feedback for professional development.
• Effectively dealing with client queries and complaints.
• Handle escalated customer inquiries and complex technical issues, providing effective solutions while maintaining a customer-centric approach.
• Collaborate with specialised teams to resolve intricate technical or medical inquiries.
• Provide relevant primary healthcare support and guidance to customers pertaining to what level of care will be most appropriate to their current circumstances and/ or symptoms.
• Guide the team in navigating the app's technical functionalities and troubleshooting customer issues effectively.
• Lead by example in embracing new technologies and providing innovative solutions.
• Oversee the maintenance of detailed records of customer interactions and resolutions, ensuring accuracy and compliance with company policies and the contracted service levels.

Qualifications:

• Minium 4 to 6 years' experience
• Registered Nurse with valid registration with SANC (proof of registration will be required)
• Proven experience in a supervisory or leadership role, preferably in a Medical Scheme or managed healthcare call center or customer service environment.
• Familiarity with medical terminologies, coding and basic procedures.
• Demonstrated proficiency in technology, including familiarity with digital tools and applications.

Personal Attributes:

• Exceptional leadership skills with the ability to inspire and motivate a team to achieve targets and deliver outstanding customer service.
• Strong problem-solving abilities and the capacity to handle complex customer inquiries and technical issues.
• A quick learner with a passion for acquiring new knowledge and skills in the medical and technological domains.
• Excellent communication skills, both verbal and written, with a focus on clear and concise explanations for complex issues. Verbal competency in additional South African languages will be advantageous.
• Ability to manage high levels of pressure, demands and emotionally charged situations and to make sound decisions.