The Candidate will be responsible for supervise the Inbound Pharmacy Cluster. Ensure accurate and timeous 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 practisesCompiling and presenting daily/ weekly/ monthly / quarterly / ad hoc reportsAttend weekly, monthly and Ad-hoc meetingsSupport Company Transformation Plan StrategyIdentify High Performance Individuals (HPI's) and create Personal Development Plans (PDP). Conductcoaching and mentoring of HPI'sMonitor 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 to 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 efficiently· Good Time Management: Outcome driven and deadline orientated· Ability to prioritize work to achieve the required daily outcomes· Ensuring systems are regularly updated and in working order· Effective reporting and enhancement· Constant interaction with IT· Continuously submit recommendations for process changes to prevent any reoccurrence of the same causal factors· Abandoned calls to be less than 2%· Attend to XTREME Actions within 1 working day· Attend to blindchecking within agreed timelines· Ensure that team logs service failures accurately and according to standard operating proceduresCustomer Service· To deliver a high standard of customer service and to meet customer needs· Investigate and resolve queries received through the Escalated channels, and provide feedback within SLA time lines 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 Management· Adaptability and problem-solving capabilities· Ability to identify and escalate problems through relevant channels· Maintain good relationships with the Group at large· Willingness to work overtime· Self-initiative and willingness to constantly exceed expectations· Self-motivated· Be fully conversant and informed on GEMS Penalty Matrix. Ensure that all service failures are logged accurately and within agreed timelines• Ensure adherence to GPP at all timesOperational Management· Maintain good housekeeping standards
· Take responsibility for all Inbound Pharmacy Cluster processes and activities
· Complete QA logs and issue interventions within SLA timelines
· Ensure compliance at all times to company policies and procedures
· Attend weekly Operations Meeting with all department heads
· Weekly meeting with staff in department
Staff Management· Probation Assessments done timeously within agreed timelines
· Audit – Meet and exceed company benchmark
· Optimisation of working hours and appropriate management of overtime
· SOP: Training and Assessments done within agreed timelines
· SOP: Competency as per company benchmarks
· Staff training needs identified and provided continuously and timeously (appropriate training material prepared as required)
· Identify High Performance Individuals (HPI's) and create Personal Development Plans (PDP),coaching and mentoring of HPI's
· Appropriate mechanisms in place to monitor staff productivity, attendance, leave and timekeeping
· Effective management of staff productivity, attendance, leave and timekeeping (Eco-Time; ESS)
· Conflict management and appropriate levels of discipline maintained
· Monitor IR processes within department within SOP timelines
· Demonstrate leadership in conflict situations
· Support Company Transformation Plan Strategy
· Manage time & attendance according to Company Policies
· Implementation and Management of reward & recognition programmes
· Discuss non-compliance with the relevant people / departments
· Communicate and Implement action plan to address non-compliance
Reporting · All reporting to be timeous and accurate within agreed deadline
· Corrective action taken as a result of reporting
· Monitoring of the SLA Compliance report and action taken as a result of the information on the report
· Monthly and Quarterly Reporting to Customers (i.e., GEMS)
· Weekly / Monthly Overtime Forecasting
QUALIFICATIONS 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 skills
· Superior interpersonal skills: both persuasive and influential
· Excellent communication skills: both written and verbal
· Ability to understand and interpret data
· Problem Solving
· Knowledge of HR/ER Processes
· Strong organisational and prioritising skills
Specific Requirements/Other important information Make day to day operational decisions pertaining to the Inbound Pharmacy Cluster to ensure effective operations and customer satisfaction Make suggestions for improvements to processes and methods for higher approval Ability to prioritise large work loads Ability to accept and take charge of projects allocated on short notice Willingness to work overtime during high pressure periods All decisions affecting financial, staffing and the strategic direction, referred upwards Attend off-site meetings / conferences, etc. List representation on specific Medipost Committee Structures Weekly Operational Meeting; Line Manager's Meeting; Internal Ops Meeting, Ad Hoc Meetings, weekly marketing meeting#J-18808-Ljbffr
