Call Centre Manager – Maputo
posted 5 months ago Email JobJob Detail
-
Job ID 6190
Job Description
The Call Centre Manager is responsible for overseeing the company’s call centre operations and ensuring high-quality service delivery to members and service providers. This involves managing shift schedules for agents, ensuring prompt escalation of emergency admissions and evacuations, handling queries and complaints, maintaining a code of conduct, and driving performance management. By monitoring quality control on all calls and collaborating with cross-functional teams, the Call Centre Manager upholds the company’s values, fosters a positive work environment, and contributes to overall client satisfaction and retention.
Responsibilities:
Call Centre Operations & Management:
- Oversee daily call center activities, ensuring smooth and efficient operations across multiple shifts;
- Develop and implement policies, procedures, and best practices to enhance service quality and compliance;
- Ensure all agents adhere to established schedules and maintain adequate coverage for inbound and outbound calls;
- Monitor call handling, response times, and resolution to optimize customer satisfaction;
- Provide accurate and timely reporting on key metrics, including service levels, call volumes, and escalations.
Emergency Services & Admissions:
- Ensure emergency hospital admissions are promptly authorized and escalated, including issuing and verifying temporary Confirmation of Benefits (COB) numbers;
- Oversee the proper escalation of calls for emergency services such as ambulance dispatch and patient evacuations;
- Coordinate with relevant departments (e.g., Clinical Benefits, Client Engagement and Relations) to expedite urgent cases and follow-up actions.
Team Leadership & Performance Management:
- Lead, coach, and motivate a team of call centre agents and team leaders to meet and exceed performance targets;
- Conduct regular performance evaluations, set Key Performance Indicators (KPIs), and develop training programs to improve team productivity;
- Manage staffing levels, including recruitment, scheduling, and leave approvals, to ensure consistent service coverage;
- Promote a positive, high-performance culture by recognizing achievements and addressing performance gaps or disciplinary issues promptly.
Code of Conduct & Quality Control:
- Establish, communicate, and enforce a code of conduct to ensure professional and courteous interactions with members, providers, and other stakeholders;
- Conduct regular quality assurance checks (e.g., call audits, spot checks) to ensure adherence to protocols and identify areas for improvement;
- Provide agents with feedback and coaching based on call evaluations, focusing on continuous improvement and member satisfaction.
Technology & Reporting:
- Utilize call center software, CRM systems / Novus, and analytics tools to track performance metrics, call volumes, and customer trends;
- Identify opportunities for process improvements;
- Prepare and present regular reports on operational efficiencies, service levels, and key performance indicators to senior management.
Collaboration & Stakeholder Engagement:
- Liaise with other departments—such as Clinical Benefits, Client Engagement, Client Relations and Provider Care to streamline client support and resolve cross-functional issues;
- Communicate with Senior Manager: Client Relations on call centre performance, challenges, and improvement initiatives.
Shift & Schedule Management
- Coordinate and manage shift rotations to ensure 24/7 availability;
- Communicate shift requirements, emergency on-call rotations, and any schedule changes promptly to the team;
- Be prepared to work shifts.
Ad Hoc Assignments:
- Undertake additional tasks, projects, and responsibilities as assigned by Senior Management.
Requirements
- Bachelor’s degree in Business Administration, Healthcare Management, or related field;
- Minimum 5+ years of call centre management experience, preferably in the healthcare or insurance industry;
- Strong proficiency in call centre technologies, CRM systems, and data analytics tools;
- Understanding of medical insurance policies, claims processes, and relevant regulatory requirements;
- Leadership & team management: Proven ability to mentor, motivate, and manage diverse teams across shifts;
- Problem-solving & decision-making: Adept at handling escalated queries;
- Communication: Excellent verbal and written skills to interact with clients, providers, and other stakeholders;
- Quality assurance: Commitment to enforcing call standards, code of conduct, and continuous improvement initiatives;
- Flexibility & adaptability: Comfortable working in a fast-paced, client-centric environment with rotating schedules;
- High level of professionalism, integrity, and empathy;
- Ability to remain calm under pressure and maintain composure during high-stress situations;
- Positive and solution-oriented mindset, with a focus on client and team satisfaction.
