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

Mediclinic
South Africa
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Leadership","Coaching","Mentoring","Telephonic etiquette","Email etiquette"]

Lead daily operations of the ER24 Contact Centre 124, ensuring a positive patient/client experience. Manage and coach a team of call centre agents, monitoring activities across operational departments and maintaining quality service delivery. Apply knowledge of contact centre systems, emergency care principles, healthcare fundamentals, and contract/SLA management while demonstrating strong telephonic and email etiquette.

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FursaFursa
Mediclinic
Mediclinic
1 day ago

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

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead daily operations of the ER24 Contact Centre 124, ensuring a positive patient/client experience. Manage and coach a team of call centre agents, monitoring activities across operational departments and maintaining quality service delivery. Apply knowledge of contact centre systems, emergency care principles, healthcare fundamentals, and contract/SLA management while demonstrating strong telephonic and email etiquette.
Location: South Africa
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Oversee and manage daily call centre operations.
  • •Manage and monitor activities of the Contact Centre Operational departments to ensure positive patient experience.
  • •Manage a team of call centre agents toward quality service delivery.
  • •Ensure a positive client experience.
  • •Coach and mentor team members and support HR processes.

Key Requirements

  • •Grade 12 education.
  • •2+ years’ experience as a Call Centre Agent.
  • •2–3 years’ call centre team leader experience.
  • •Working knowledge and competence on core contact systems.
  • •Knowledge and application of basic Emergency Care and the healthcare industry.
Experience:2+ yearsHealthcareEmergency services
Skills:LeadershipCoachingMentoringTelephonic etiquetteEmail etiquette
Certifications:Certification in Contact Centre Management
Tech Stack:Microsoft ExcelMicrosoft WordMicrosoft Outlook

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
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Glassdoor: 3.9
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