Health Correspondence Team Leader
Key Responsibilities:
- Lead, coach, and support a team of WhatsApp agents to deliver exceptional customer service.
- Monitor agent performance against key performance indicators (KPIs), including response times, quality, productivity, and customer satisfaction.
- Conduct regular coaching sessions, performance reviews, and quality assessments.
- Manage workforce adherence, attendance, schedules, and break compliance.
- Escalate and resolve complex member and provider queries in a timely manner.
- Ensure agents adhere to operational processes, policies, and compliance requirements.
- Monitor WhatsApp queues and volumes to ensure service level targets are achieved.
- Identify trends, recurring issues, and opportunities for process improvement.
- Collaborate with operational stakeholders to address system, process, or service-related concerns.
- Support the implementation and adoption of digital channels and self-service solutions.
- Prepare and analyze operational reports, providing insights and recommendations to management.
- Assist with onboarding, training, and development of new team members.
- Act as the first point of escalation for irate or dissatisfied members and providers.
- Ensure effective communication between management and frontline agents.
Qualifications
Required
- Matric
Knowledge/Experience:
- 1-2 years’ experience in the Health Insurance Industry, in complaints handling, customer service, claims, or escalations is advantageous.
Key Competencies:
- Strong leadership and people management skills.
- Excellent written communication and customer service skills.
- Problem-solving and decision-making abilities.
- Ability to work in a fast-paced digital environment.
- Strong analytical and reporting skills.
- Time management and organizational skills.
- Ability to manage multiple priorities and escalations simultaneously.