Health Correspondence Team Leader

Job Description

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

Qualifications

Required

• Matric

Knowledge/Experience:

• 1-2 years’ experience in the Health Insurance Industry, in complaints handling, customer service, claims, or escalations is advantageous.

Additional Information

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.