Operations Manager - Worksafe

About the role

WorkSafe Health Check provides global medical compliance management of essential health screening and vaccination support services to multinational organisations with expatriate populations (employees, service personnel and dependents) who are required to travel frequently or are assigned to work in foreign countries and frequently in remote locations

You will be responsible for driving the scheduling of health check appointments by the team Operations Specialist allocated to the booking of appointments, chasing of health check results on a shift-by-shift basis, in line with operational protocols. Be responsible for ensuring that the health check results are recorded by the Data Capturers based in Mauritius and India.

Key responsibilities

• Review case volumes and ensure, in conjunction with the Workforce Manager and Case Leads that the appropriate Operations Specialists to case quantity allocation is correct and that transmissions are appropriately staffed.
• Provide case direction and in-depth product information to Operations Specialist so that the Operations Specialists can manage cases effectively and efficiently to ensure the clients request for assistance is met within the appropriate timeline and to the satisfaction of the clients.
• Monitor and manage cases on allocated transmission, or transmissions.
• Adhere to the mandatory escalation procedures both in and out of regular business hours.
• Leading the team by example.
• Manage Operations Specialists breaks to ensure they are taken at appropriate times in relation to the shift.
• Ensure adequate shift cover.
• Manage and contribute to reduce absenteeism in collaboration with Workforce Manager.
• Ensure appropriate support and coaching are give Operations Specialists in compliance with case and call management protocols.
• Display a caring attitude towards customers and living the company values in a way that reflects our slogan around ‘Human Touch’ and in so doing setting an example for the Assistance Platform.
• Positively promote Intl. SOS to other organisations in all forms of written and verbal communication, with clients and providers.
• Ensure and strive to deliver a high-quality customer service to both external and internal clients.

Skills and Experience

• Demonstrates accountability, confidentiality and ability to handle client related queries
• Working knowledge of CRM/Call Centre telephony systems.
• IT literate and proficient in the usage of contemporary computer software including Microsoft Outlook and Word.
• Ability to coach, mentor and impart knowledge to all Case Leads and Operations Specialists.
• Sound knowledge of world geography.
• Exposure to medical environment will be a plus
• Sound knowledge of travel industry

Required Qualifications

• Tertiary education preferable.
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare environment preferable.
• Nursing Qualification advantageous