Contact Centre Manager (ER24 Corporate Office (Medicli, Rivonia, ZA, Witkoppen )

Mediclinic
South Africa
Workplace: OnsiteFull timeFunction: Product ManagementEducation: certificationSkills: ["Coaching","Mentoring","Leadership","Stakeholder management","People management"]

Manage and oversee ER24 contact centre operational departments to ensure a positive client experience. Lead and manage teams of up to 124 people, monitor contact centre activities, and manage performance through relevant contact centre metrics. Build and maintain relationships with key stakeholders and ensure effective resource, SLA, and service delivery management, while coaching and mentoring team members in a healthcare environment.

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FursaFursa
Mediclinic
Mediclinic
1 day ago

Contact Centre Manager (ER24 Corporate Office (Medicli, Rivonia, ZA, Witkoppen )

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Manage and oversee ER24 contact centre operational departments to ensure a positive client experience. Lead and manage teams of up to 124 people, monitor contact centre activities, and manage performance through relevant contact centre metrics. Build and maintain relationships with key stakeholders and ensure effective resource, SLA, and service delivery management, while coaching and mentoring team members in a healthcare environment.
Location: South Africa
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Manage and oversee the contact centre operational departmental functions
  • •Ensure a positive client experience
  • •Lead and manage people in the 124 contact centre
  • •Build and maintain relationships with key stakeholders
  • •Manage contact centre metrics, resource management, and SLA/service delivery

Key Requirements

  • •5 years of contact centre experience
  • •3 years of managerial experience
  • •Diploma in Business or Health Management
  • •Degree in Business Management (desired)
  • •Certificate in Call Centre Management (desired)
Education:Certification / Diploma
Skills:CoachingMentoringLeadershipStakeholder managementPeople management
Tech Stack:CAD systemEMSMicrosoft ExcelMicrosoft WordMicrosoft OutlookMS360WebFleetSLA managementContact centre metricsResource 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
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Glassdoor: 3.9
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