EAP Team Leader MMH260618-20

Role Purpose

To lead and support a team by integrating clinical expertise, emotional intelligence and strategic business insight - ensuring exceptional client outcomes and fostering a high-performing, cohesive environment.

Requirements

• National Senior Certificate
• Qualified Registered Counsellor, Psychologist or Social Worker
• Valid registration with the relevant professional regulatory body
• 5 Years' working experience in an Employee Assistance Programme, contact centre environment
• 3-5 year’s working experience as a team leader in an EAP call centre, leading a team of more than 8 direct reports.
• In depth knowledge of call centre environment, SLA management, performance metrics and workforce planning
• MS 365 proficiency

Duties and Responsibilities

• Oversee the overall administration, staffing and performance aspects of the EAP call centre, ensuring optimal operational efficiency.
• Drive a culture of high performance through ongoing performance management to ensure quality service delivery and employee engagement.
• Actively contribute to operational strategy and execution.
• Participate in clinical reviews, offering insight and oversight to support case quality, compliance and client satisfaction.
• Respond promptly and effectively to escalated cases or service issues, ensuring all concerns are resolved within SLA timeframes while maintaining high standards of professionalism and client care.
• Compile and present regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
• Daily monitoring and mobilising telephone clinicians to ensure departmental objectives are met.
• Create a positive work climate and culture to give meaning to work, minimise work disruption and maximise employee productivity.
• Real time management of best practice, ensuring ethical and sound clinical decision making and treatment planning within the team.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.
• Actively drive department’s objectives to meet financial, operational and client experience goals.
• Continuous SLA monitoring in live time and agile implementation of corrective interventions.
• Form part of the after-hours servicing and escalations support team.

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