The Candidate will be responsible for supervising the Inbound Pharmacy Cluster. Ensure accurate and timely feedback on escalated enquiries and/or complaints within SLA requirements and agreed timelines. To deliver a high standard of customer service and to meet customer needs.
Description Abandoned calls to be less than 2%Attend to XTREME Actions within 1 working dayAttend to blindchecking within agreed timelinesEnsure that team logs service failures accurately and according to standard operating proceduresTo ensure 1st time query resolution within agreed timelinesEnsure compliance to company policies and procedures at all timesParticipate in ad-hoc projects which may be necessary for the Group at largeContinuous liaison and interaction with IT SupportAdherence to and management of good housekeeping practicesCompiling and presenting daily/weekly/monthly/quarterly/ad hoc reportsAttend weekly, monthly and Ad-hoc meetingsSupport Company Transformation Plan StrategyIdentify High Performance Individuals (HPIs) and create Personal Development Plans (PDP). Conduct coaching and mentoring of HPIsMonitor staff productivityManage staff time & attendance according to Company PoliciesEnsure completion of QA and Service Failure Logs within agreed timelines as per the Standard Operating ProceduresAttend to IR processes in accordance with SOP timelinesAssist business with ad-hoc call transcription requestsPayroll submissions to be done within agreed timelinesEnsure Performance Assessments are conducted within agreed timelinesImplementation and management of reward & recognition programmeWork Output To ensure that the Inbound Pharmacy Cluster is operating effectively and efficientlyGood Time Management: Outcome driven and deadline orientedAbility to prioritize work to achieve the required daily outcomesEnsuring systems are regularly updated and in working orderEffective reporting and enhancementConstant interaction with ITContinuously submit recommendations for process changes to prevent any reoccurrence of the same causal factorsCustomer Service To deliver a high standard of customer service and to meet customer needsInvestigate and resolve queries received through the Escalated channels, and provide feedback within SLA timelines and Requirements.Effectively distribute all correspondence received and monitor the quality of the feedback given and ensure adherence to SLA requirements.Good Collaboration with Colleagues and ManagementAdaptability and problem-solving capabilitiesAbility to identify and escalate problems through relevant channelsMaintain good relationships with the Group at largeWillingness to work overtimeSelf-initiative and willingness to constantly exceed expectationsSelf-motivatedBe fully conversant and informed on GEMS Penalty Matrix. Ensure that all service failures are logged accurately and within agreed timelinesEnsure adherence to GPP at all timesOperational Management Maintain good housekeeping standardsTake responsibility for all Inbound Pharmacy Cluster processes and activitiesComplete QA logs and issue interventions within SLA timelinesEnsure compliance at all times to company policies and proceduresAttend weekly Operations Meeting with all department headsWeekly meeting with staff in departmentStaff Management Probation Assessments done timeously within agreed timelinesAudit – Meet and exceed company benchmarkOptimisation of working hours and appropriate management of overtimeSOP: Training and Assessments done within agreed timelinesSOP: Competency as per company benchmarksStaff training needs identified and provided continuously and timeously (appropriate training material prepared as required)Identify High Performance Individuals (HPIs) and create Personal Development Plans (PDP), coaching and mentoring of HPIsAppropriate mechanisms in place to monitor staff productivity, attendance, leave and timekeepingEffective management of staff productivity, attendance, leave and timekeeping (Eco-Time; ESS)Conflict management and appropriate levels of discipline maintainedMonitor IR processes within department within SOP timelinesDemonstrate leadership in conflict situationsSupport Company Transformation Plan StrategyManage time & attendance according to Company PoliciesImplementation and Management of reward & recognition programmesDiscuss non-compliance with the relevant people/departmentsCommunicate and Implement action plan to address non-complianceReporting All reporting to be timeous and accurate within agreed deadlineCorrective action taken as a result of reportingMonitoring of the SLA Compliance report and action taken as a result of the information on the reportMonthly and Quarterly Reporting to Customers (i.e., GEMS)Weekly/Monthly Overtime ForecastingQUALIFICATIONS Grade 12
IDEAL Related degrees/diplomas or certificates (e.g. customer relations/marketing & sales or project management)
EXPERIENCE 1-2 years managerial/supervisor experience
3 or more years administrative experience
IDEAL Health care industry experience
SAPC
TRAINING REQUIRED Training on company systems (e.g. Call Cabinet, MedipostApp, MS Office (advanced), ESS, Eco Time, Magnitude gold)
COMPETENCIES Exceptional managerial, leadership and administrative skillsSuperior interpersonal skills: both persuasive and influentialExcellent communication skills: both written and verbalAbility to understand and interpret dataProblem SolvingKnowledge of HR/ER ProcessesStrong organisational and prioritising skillsSpecific Requirements/Other important information Make day to day operational decisions pertaining to the Inbound Pharmacy Cluster to ensure effective operations and customer satisfactionMake suggestions for improvements to processes and methods for higher approvalAbility to prioritise large workloadsAbility to accept and take charge of projects allocated on short noticeWillingness to work overtime during high-pressure periodsAll decisions affecting financial, staffing and the strategic direction, referred upwardsAttend off-site meetings/conferences, etc. List representation on specific Medipost Committee StructuresWeekly Operational Meeting; Line Manager's Meeting; Internal Ops Meeting, Ad Hoc Meetings, weekly marketing meeting
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