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Contact Centre Manager

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ER24 Corporate Office (Mediclinic Terms) | Rivonia | South Africa 


Closing date: 26/06/2025  
Number of positions: 1 
Recruiter name: Silindokuhle Bawuti  
Reference number: 61224  
Workplace Type: On-site
Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To ensure a positive patient experience through managing and monitoring the activities of the Contact Centre Operational departments.

KEY RESPONSIBILITY AREAS

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

REQUIRED EDUCATION

ESSENTIAL EDUCATION

Diploma in Business or Health Management

DESIRED EDUCATION

Degree in Business Management

Certificate in Call Centre Management

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE

5 years Contact Centre experience
3 years managerial experience

DESIRED EXPERIENCE

10 years Contact Centre experience
5 years managerial experience

REQUIRED JOB SKILLS AND KNOWLEDGE

  • CAD system
  • EMS environment
  • Coach and mentor team members
  • Understanding of the healthcare industry and its evolving trends
  • Funders of Healthcare
  • Telephonic and email etiquette
  • Competence in Microsoft Excel, Word and Outlook
  • MS360, WebFleet
  • Contract and Service Level Agreement (SLA) management
  • Contact Centre metrics
  • Resource management

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

 

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