Sourcing of new businessSales and marketing responsibilities designed to increase the client base includes cold calling, telesales, visiting clients to discuss agency service and feesAdvertising and sourcing suitable candidates to match job specsManage the recruitment and selection processes Interviewing and short listing of candidates Complete references and suitability of applicants before referral to clients Prepare CVs for suitable candidates and forward to clientsSchedule and confirm interviews Advise candidates regarding personal presentation at interviews Maintain client relationshipsFollow up on outstanding payments from clients

 Ensuring that all necessary office equipment and stationary are available and in good working order prior to the incumbents’ date of engagement. Reviewed the quality monitoring requirements, HWH’’s code of conduct and approved performance plan with the new incumbent on the day of engagement and made sure that all reviewed documentation is signed as proof of review. Maintained a personal file per CCR (call centre representative) and ensured that all information pertaining to the CCR is updated and available Submitting corrections timorously thus ensuring CCRs (Call centre representative) performance tracking/Score Cards are 100% accurate when updated. Coordinating and managing CCR performance through the daily monitoring and actioning of the individual CCRs Productivity Report as per the standard Contact Centre procedure Conducting live-monitoring (calls, faxes, emails & web) assessments, in accordance with the procedure outlined for the Contact Centre. Provide CCR with feedback utilizing live-monitoring feedback form. Ensuring that leave profiles are 100% updated prior to presenting leave forms to CCM (Call centre manager) for approval and addressing all unacceptable trends. Analyzing team QA (Quality assurance) & KA (Key area) results and coach CCRs in instances where CCR scored below required 90% Conduct monthly one-on-one Performance Discussions with CCRs as per the Contact Centre requirements Monitor SLA’s (Service level agreements) (calls, faxes, email & web queues) and oracle queues on a continual basis and take preventative or corrective action if required. Immediately alert CCM should SLA's be in danger of being exceeded.

 Ensure correct login and withdrawal times. Adhere to break schedule roster as issued by the team leader. Speak to clients in a courteous and professional manner as prescribed by the call quality document. Issue statements via fax or email to clients. Explain statements and formats to clients. Capture all remarks on Oracle tracking system of interaction between myself and the client. Issue client with a reference number for each call. Utilize Health on Call system in order to check any authorizations issued by medical advisors. Use PROPBM system to check real time claims for pharmacies and explain rejection reasons to them. Check all claims on the power term system in order to assist the client. Utilize the employee portal in order to extract necessary information related to the clients query. Achieve 90% on all product knowledge tests quarterly. Communicate with finance department to make payments, cancel cheques, update banking details etc.