Job Description

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

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.