Dis-Chem Pharmacies' in Midrand has an opportunity available for a Clinic Call Centre Team Leader to join the team. The main purpose of this role to manage clinic call centre operations by directing and controlling functions to ensure that service level agreements are met and ensure Call Centre Agents perform their duties optimally. Minimum Requirements:Essential:Grade 12 – Matric or a Senior CertificateRelevant Business Administration Undergraduate qualification.2 - 5 Years relevant experience within the Clinic EnvironmentAdvantageousSupervisory experience.Job Description:Ensure compliance with the industry`s legal requirements and adhere to developed strategies to promote and maintain these compliance practices.Assist in ensuring compliance with Good Clinical Practise standards and developing strategies to promote and maintain these compliance practices.Assist in ensuring the executing of clinical administrative policies and actions to enhance patient care programs.Assist in ensuring all nurses and clinic sisters are registered with the South Africa Nursing council (SANC).Ensure services are correctly allocated and Call Centre Agents are fully trained and equipped to deliver wellness intiatives.Assist in implementing best practice standards and clinical protocol information and procedures.Ensure the Clinic Call Centre consistently operates according to a high standard according to industry and Dis-Chem standard operating procedures.Drive the Call Centre to implement clinics and primary and specialty care programs.Give management regular and up to date feedback regarding Call Centre matters.Monitor patient service feedback and contribute towards the process of resolving complaints and service issue received from staff, visitors and patients.Escalate unresolved customer complaints to management.Assist with follow up with complaints relating to the Dis-Chem clinic to improve customer experienceAccurately communicate operational requirements to all team members, and keeping records of all communication.Monitor individual performance of Call Centre Agents, including correct utilisation of in-house software programs.Compile operational reports and provide information to staff, in accordance with operational requirements regarding set individual and store-based targets.Identify areas of improvement and implement changes in operational processes.Adhere to Dis-Chem Policies and Procedures and Standard Operating Procedures.Adhere to Health and Safety rules and regulations.CompetenciesEssential:Ability to work under pressure.Make informed decisionsBasic understanding of problem solving.Quality OrientationCommunication skillsBusiness acumenLeadership skillsSelf ManagementManagement SkillsComputer Skills – Microsoft Office: Word, Excel, PowerPoint and Outlook.Special conditions of employment:South African citizenGeneral Computer skills. UnisolvMIE, clear criminal and creditLocal traveling required.Driver's license and/or own reliable transportEnglish and 2nd language -read , write and speakRemuneration and benefits:Market-related salaryMedical aidProvident fundStaff accountONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE, PLEASE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL. Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem's approved Employment Equity Plan and Targets will be considered as part of the recruitment process aligned to Dis-Chem's Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.
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