Our Telehealth department is looking for a Supervisor to supervise the Telehealth department to reach and maintain set standards.

Key Tasks
Maintain High Department Performance:
-Define and communicate customer service standards
-Oversee the achievement and maintenance of agreed customer service levels and standards
-Plan, prioritize and delegate work tasks
-Manage resources and tools for quality service delivery
-Review customer complaints and resolve any escalated queries
-Track customer complaint resolution
-Coordinate and manage customer Service projects and initiatives
-Develop and performance manage staff
-Identify and address staff training and coaching needs
-Develop and implement Customer Care strategies

Develop and implement customer service policies and procedures:
-Direct the daily operations of the Telehealth team
-Analyse data to determine customer service output
-Identify and implement strategies to improve quality of service, productivity, and profitability.
-Liaise with management to support and implement growth strategies

Oversee Departmental Personnel Processes:

-Review and assess service contracts
-Understand and implement all roles within the department
-Establish staffing requirements
-Conduct interviews

Perform ad hoc Administrative Duties:
-Monitor accuracy of reports and data base information
-Meet departmental budget
-Compile and submit periodic reports
-Resolve mandate queries received from the bank
-Perform other duties as delegated by management