Contact Centre Manager (Pharmacy)

Job category: Other: FMCG, Retail, Wholesale and Supply Chain

Location: Johannesburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Clicks Group

To manage the Central Pharmacy Call Centre and ensure that professional service is provided to customers by Call Centre Staff. Ensure Service Level Agreement (SLA) requirements are met. Ensure pharmacy call centre systems and solutions support customer service outcomes.

• To effectively lead and manage the Clicks Central Pharmacy Call Centre in line with the company health strategy, to achieve commercial, professional and operational excellence
• To supervise the workload of the team by scheduling resources according to operational requirements, to optimise service provision and administrative support across the working hours of the Pharmacy call centre
• To support the Healthcare Services Executive and Central Pharmacy Call Centre team with implementing new initiatives and systems
• To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements
• To timeously attend to all administrative functions related to the Pharmacy Call Centre which includes monitoring the virtual queue and email orders to ensure it adheres to Service Level agreements with internal and external Stakeholders
• To ensure the team follows the correct procedures, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction
• To monitor and identify areas of improvement within the Central Pharmacy Call Centre by liaising with internal and external stakeholders and by making recommendations to improve services in order to ensure the satisfaction of internal and external customers
• To ensure compliance to all pharmacy regulatory requirements
• To attend to, follow up with and ensure customer complaints and queries are resolved within the required timeframe
• To ensure appropriate people management, through recruitment, induction coaching, training, development and disciplining call centre consultants to enable optimal performance and ensure they apply the best skills and knowledge on the job.
• To provide Quality Assurance, identify training needs, coaching and support to the team

• Contact Centre systems (Minimum 2 years)
• Retail pharmacy (1 year minimum)
• Business processes (1 year)
• Analysing reports (1 year)
• IT systems testing (1 year)
• Trend Analysis (6 months)

• Conflict and dispute management skills
• Analytical skills
• Working with People
• Relating and Networking
• Applying Expertise and Technology
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Adapting and Responding to Change
• Coping with Pressure and Setbacks
• Entrepreneurial and Commercial Thinking

• 5 years within Call centre environment
• 2 years Supervisory experience in a Medical/ Pharmaceutical Call Centre or related
• 2 years retail pharmacy experience