EAP (Wellness) Call Centre Team Leader

An EAP Team Leader opportunity exists within the Call Centre of a multinational health solutions organisation. The role is based in Centurion, Gauteng. *Role Purpose:* To ensure compliance with Call Centre and SLA requirements according to defined protocols. *KEY RESPONSIBILITIES:* * Responsible for the distribution of workflow * Manage the overall EAP administration, staff and cost aspects of the EAP call centre. * Scheduling and monitoring of clinicians’ shift schedules * Assess call centre statistics daily against targets and align processes and resources accordingly. * Continuously review the appropriateness of performance targets and assist management to revise and aligning performance targets in accordance with changes in the environment. * Coordination, management and monitoring of CISDs according to a level of excellence that exceeds client SLA’s. * Proactively engage and contribute in regular operational meetings, whereby sufficient preparation in completed in advance. * Draft agendas and action plans for team meetings. * Provide regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team. * Daily monitoring and motivating of TCs, Case Managers and Administrators to ensure departmental objectives are met. * Distribute daily staffing emails and track attendance. * Issue staff instructions (memos, guidelines) to address specific issues. * Ensure cases are allocated evenly and the telephone coverage of EAP Lines and Calls are monitored accordingly. * Assist Manager with ad-hoc requests. *BEHAVIOURAL COMPETENCIES:* * Excellent communication and time management skills * Ability to multi-task and manage priorities in a fast-paced environment. * Ability to make decisions independently under pressure whilst being accountable to management and holding composure with the team. * High standard of response to all clients' queries. * An elevated level of emotional intelligence with the ability to balance supportive relationship building with firm boundaries. * Solid people leadership skills. * A *qualified social worker or psychologist or HPCSA registered counsellor.* * *Min 3 years’ experience within wellness / a therapeutic context / EAP context.* * Advanced MS Office proficiency * *Min 2 years' experience in EAP care centre environment* * Counselling Case management, corporate wellness and quality management experience is advantageous   * A *qualified social worker or psychologist or HPCSA registered counsellor.* * *Min 3 years’ experience within wellness / a therapeutic context / EAP context.* * Advanced MS Office proficiency * *Min 2 years' experience in EAP care centre environment* * Counselling Case management, corporate wellness and quality management experience is advantageous