MANAGER: CALL CENTER – Medscheme Namibia

CAREER OPPORTUNITY
Medscheme Namibia is a medical aid administrator with over 42 years of experience In healthcare financing, risk management and has developed a full understanding of the complexities surrounding the provision of healthcare for the millennium. Proudly administering NHP for the past 28 years.
The following position is currently available within Medscheme Namibia, Windhoek.
Manager: Call Centre

Key roles of the position:
• To manage the Call Centre operations and related administrations to ensure Service Level Agreements are achieved.
• Provide appropriate staff-development, coaching, monitoring and retain skilled and engaged employees within the team.
• Ensure legal, statutory, and regulatory compliance is appropriately implemented and maintained.
• Implement and maintain operational frameworks, risk, governance structures and monitor the team accordingly, take necessary action to address any shortcomings.
• Assisting members and healthcare providers to make informed decisions.
• Identify opportunities to improve the team core operational internal supply chain.
• Resolve operational conflicts by applying company policy and procedures.
• Set achievable yet challenging delivery targets/objectives.
• Track, achieve and maintain the necessary turnaround times and quality standards to achieve the service level targets.

Requirements:
Management Diploma or 5 years managerial experience in the medical aid industry.
• Working experience on telephone systems in order to monitor control and report on a monthly basis.
• Relevant systems and industry knowledge focusing on quality and application. • Fluent in English and able to communicate with internal and external stakeholders in a clear manner (verbal and written).
• Strong administrative orientated with good computer literacy.
•Builds an effective team that is result driven without compromising quality.
•Demonstrates Customer Commitment.
• Conflict Management.