Job Details

Developing and implementing a best practice strategy for the psychosocial services offered by the company
Monitoring the operational activities, improving and enhancing as follows:
Care provision
Employee productivity

Developing and implementing a best practice strategy for the psychosocial services offered by the company<br />Monitoring the operational activities, improving and enhancing as follows:<br />Care provision <br />Employee productivity<br />Appropriateness of clinical care<br />A compelling “care” experience<br />Development of a care centre team that is effective, engaged, knowledgeable and clinically competent<br />On-going employee development<br />Enhancing comprehensive skills sets for individuals and teams<br />Risk identification <br />Telephone support solutions, including risk management, telephone counselling<br />Understanding of integrated physical and emotional wellness <br />Implementing development plans, monitoring and tracking of interventions<br />Tracking and reporting on development improvement, outcomes etc<br />Ensuring that all employees and internal stakeholders are on board with the strategy and operational implications<br />Quality assurance of care provision, telephonic interaction with clients and corporate stakeholders<br />Contribute to the ethos of the Services Division of “enhancing improvement thinking”<br />Formal reporting (Ops Meetings, Stratco etc.) on:<br />Care centre operations activities, benchmarks<br />Staff development plans and outcomes<br />Presentations (as a member of a team) to client company representatives (on-site visits, proposal/tender presentations) regarding care centre activities and the internal development programme<br />Care efficiencies <br /><br />Monitor productivity against productivity models on all platforms and take the necessary action to ensure compliance to productivity models<br />Monitor average cost per service event and take corrective action to ensure compliance to model benchmarks <br />Provide management information including daily performance statistics, monthly management feedback reports <br />Appropriateness of care<br /><br />Monitor compliance to care methodologies and take corrective action to ensure compliance<br />Monitor effectiveness of all operations to identify areas where care methodologies are absent or inadequate and take corrective action<br />Undertake random audits of online interactions between employees and clients to ensure that all services meet the desired quality standards<br />Liaise with Clinical Risk Division to identify and implement new protocols required, and amendments to current protocols<br />Care experience<br />Assure that the call centre employees meet the desired quality standards, as per clinical best practice and contract SLAs in place with clients <br />Assure the professional development of all clinical staff in order to effectively manage clinical red flags<br />Effective, efficient satisfied, knowledgeable employees<br />Analyse the development needs of each direct report, formulate and implement agreed developmental plans to ensure that all employees undergo the appropriate training for skills development <br />Develop and conduct training programmes for all care centre employees<br />Identify specialist external training institutions<br />Conduct quarterly employee performance appraisals, provide suggestions for improved performance and implement corrective action as needed<br />Develop a well-researched and well-formulated instrument for measuring the effectiveness of the employee development programme<br />

Inherent Requirements:
Call Centre experience not essential but MUST have: Honour’s or Master’s Degree in Psychology or Social Work<br />At least 5 years; experience in the wellbeing industry <br />Previous experience in a call centre environment<br />Minimum 3 years’ managerial experience<br />Advanced computer literacy especially in the Microsoft suite of business tools<br />Excellent linguistic ability - written and verbal - in at least two official South African languages<br />Strong customer service orientation<br />Experience in a corporate business environment, demonstrating work and time management skills<br />Ability to work independently, while interacting with a large number of stakeholders<br />Initiative and innovative<br />Problem solving skills<br />Quality orientation / Attention to detail<br />To be the embodiment of care, professionalism, excellence and integrity, and to set the example for all employees, clients, stakeholders<br />Working Hours (Shifts, Rotated):<br />6.30am - 3.30pm<br />10.00am - 6.30pm<br />8.30pm - 4.30am<br />Weekend standby (do not have to go into office - will take calls on mobile phone, paid for by Company)<br />

To apply directly for this position please click on this link: http://www.unique.co.za/candidate_registration.asp

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