Contact Centre Team Leader

Company : Mediclinic

Job Description - Contact Centre Team Leader

ER24 Contact Centre 124 | Sandton | South Africa

Closing date: 19/11/2026

Number of positions: 1

Recruiter name: Silindokuhle Bawuti

Reference number: 75366

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 manage a team of Call Centre Agents towards achieving a positive patient experience and quality service delivery.

KEY RESPONSIBILITY AREAS

To oversee and manage daily call centre operations

To ensure a positive a client experience

To manage people in team

REQUIRED EDUCATION

ESSENTIAL EDUCATION: Grade 12

DESIRED EDUCATION: Certification in Contact Centre Management

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE: 2-years’ experience as a Call Centre Agent

DESIRED EXPERIENCE:

2-years’ experience as a Call Centre Agent

2–3 years’ CC team leader experience

REQUIRED JOB SKILLS AND KNOWLEDGE

Demonstrate working knowledge and competence on the core contact systems
Demonstrate working knowledge of the EMS environment
Demonstrate knowledge and application of basic Emergency Care
Demonstrate ability to coach and mentor team members
Demonstrates understanding of the healthcare industry
Demonstrates a good understanding of Funders of Healthcare
Demonstrate sound competence in telephonic and email etiquette
Demonstrate sound competence in Microsoft Excel, Word and Outlook
Demonstrates a good understanding of contract and service level agreement (SLA) management
Demonstrate sound knowledge of geographical locations
Demonstrate knowledge and application of general Human Resource processes

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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