TRAFFIC Gauteng

Pharmacy Call Centre Manager - Customer Experience & Ops

Clicks Group Limited

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Job Description

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

Location: Johannesburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

About our company

Clicks Group

Introduction

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.

Job Objectives:

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

Knowledge:

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

Skills:

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

Experience:

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

Education: Do you require help with the registration process?

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About This Role

Career insights for First-Line Supervisors of Office and Administrative Support Workers positions

Salary Benchmark

$63,450/year

Source: O*NET (USD)

Job Outlook

This career will have large numbers of openings.

Key Skills for This Role

Active Listening Coordination Monitoring Reading Comprehension Social Perceptiveness

Common Technologies

Microsoft Dynamics Oracle JD Edwards EnterpriseOne Oracle PeopleSoft Blackboard software Microsoft Access Oracle Database Fund accounting software Intuit QuickBooks

Related Career Paths

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Full Career Guide: First-Line Supervisors of Office and Administrative Support Workers