Contact Centre Team Leader (ER24 Contact Centre 124, Rivonia, ZA, Witkoppen )

Mediclinic
South Africa
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2-3 yearsEducation: high_schoolSkills: ["Leadership","Coaching","Mentoring","Customer focus","Communication"]

Lead daily operations of an ER24 call centre team, managing call centre agents to deliver a positive patient experience and high-quality service. Oversee client experience, coach and mentor team members, and ensure performance aligned with service level agreements. Use core contact systems and understand the EMS and emergency care environment, while applying healthcare-industry and human-resources process knowledge to support effective team delivery.

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FursaFursa
Mediclinic
Mediclinic
4 weeks ago

Contact Centre Team Leader (ER24 Contact Centre 124, Rivonia, ZA, Witkoppen )

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead daily operations of an ER24 call centre team, managing call centre agents to deliver a positive patient experience and high-quality service. Oversee client experience, coach and mentor team members, and ensure performance aligned with service level agreements. Use core contact systems and understand the EMS and emergency care environment, while applying healthcare-industry and human-resources process knowledge to support effective team delivery.
Location: South Africa
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage a team of Call Centre Agents to achieve positive patient experience and quality service delivery.
  • •Oversee and manage daily call centre operations.
  • •Ensure a positive client experience.
  • •Manage people in the team.
  • •Apply contract and service level agreement (SLA) management and communicate effectively via telephone and email etiquette.

Key Requirements

  • •2+ years’ experience as a Call Centre Agent.
  • •2–3 years’ experience as a Call Centre Agent and 2–3 years’ CC team leader experience.
  • •Grade 12 education.
  • •Certification in Contact Centre Management (desired).
  • •Working knowledge of core contact systems, EMS environment, emergency care basics, and ability to coach and mentor team members.
Experience:2-3 yearsHealthcareContact centre
Education:High School
Skills:LeadershipCoachingMentoringCustomer focusCommunication
Certifications:Certification in Contact Centre Management
Tech Stack:Microsoft ExcelMicrosoft WordMicrosoft OutlookEMSSLA management

Company Brief

Mediclinic
Part of Mediclinic International, Mediclinic Middle East operates hospitals and clinics across the UAE, delivering specialist acute care, outpatient services and multi-disciplinary treatment across Dubai, Abu Dhabi, Al Ain and Al Dhafra.
Industry: Hospitals & Clinics
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1983
Glassdoor
Glassdoor: 3.9
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