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Business Writer
Job Title
EAP Call Centre Team Leader
Employment Type
Full Time
3 to 5 years
Job Published
31 March 2022
Job Reference No.

Job Description

An EAP Team Leader opportunity exists within the Call Centre of a multinational health solutions organisation. The role is based in Centurion, Gauteng.

Role Purpose:

To ensure compliance with Call Centre and SLA requirements according to defined protocols.


  • Responsible for the distribution of workflow
  • Manage the overall EAP administration, staff and cost aspects of the EAP call centre.
  • Scheduling and monitoring of clinicians’ shift schedules
  • Assess call centre statistics daily against targets and align processes and resources accordingly.
  • Continuously review the appropriateness of performance targets and assist management to revise and aligning performance targets in accordance with changes in the environment.
  • Coordination, management and monitoring of CISDs according to a level of excellence that exceeds client SLA’s.
  • Proactively engage and contribute in regular operational meetings, whereby sufficient preparation in completed in advance.
  • Draft agendas and action plans for team meetings.
  • Provide regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
  • Daily monitoring and motivating of TCs, Case Managers and Administrators to ensure departmental objectives are met.
  • Distribute daily staffing emails and track attendance.
  • Issue staff instructions (memos, guidelines) to address specific issues.
  • Ensure cases are allocated evenly and the telephone coverage of EAP Lines and Calls are monitored accordingly.
  • Assist Manager with ad-hoc requests.

Minimum Qualifications & Experience Required:

  • A qualified social worker or psychologist or HPCSA registered counsellor.
  • Min 3 years’ experience within wellness / a therapeutic context / EAP context.
  • Advanced MS Office proficiency
  • Min 2 years' experience in EAP care centre environment
  • Counselling Case management, corporate wellness and quality management experience is advantageous

BEHAVIOURAL competencies

  • Excellent communication and time management skills
  • Ability to multi-task and manage priorities in a fast-paced environment.
  • Ability to make decisions independently under pressure whilst being accountable to management and holding composure with the team.
  • High standard of response to all clients' queries.
  • An elevated level of emotional intelligence with the ability to balance supportive relationship building with firm boundaries.
  • Solid people leadership skills.


  • Shortlisted candidates will be subjected to the following statutory checks: ITC; Criminal; References; Qualifications; Psychometric assessments.
  • Furthermore, attach copies of your ID, Driver's licence, Matric Certificate and Tertiary qualifications – without these, your application is INCOMPLETE and cannot be considered.

Location: Centurion
Profile: Healthcare
Career Level: 3+
Employment: Permanent, full-time
E.E. / Non-EE: African only
Working Hours: 08:00 AM to 17:00 PM
Salary: Commensurate with experience

Should you not be contacted within two weeks, please consider your application unsuccessful.



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