Contact Centre Manager

Mediclinic; Sandton; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Mediclinic Southern Africa seeks a seasoned Contact Centre Manager to lead the 124-seat Contact Centre, ensuring excellent patient and client experiences. You will shape processes, supervise staff, and collaborate with key stakeholders to drive service quality and efficiency in a large healthcare environment.

The role requires extensive CC leadership, strategic thinking, and a focus on service levels, compliance, and continuous improvement.

Qualifications

• Diploma in Business or Health Management
• Degree in Business Management
• Certificate in Call Centre Management
• 5 years Contact Centre experience; 3 years managerial experience
• 10 years Contact Centre experience; 5 years managerial experience

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

Skills

Contact Centre experience

Managerial experience

Excel

Stakeholder management

Education

Diploma in Business or Health Management

Degree in Business Management

Certificate in Call Centre Management

Tools

CAD system

EMS environment

MS365

WebFleet

Job description

Mediclinic Southern Africa is a healthcare provider operating in South Africa and Namibia focused on providing acute care, specialist-orientated, multidisciplinary hospital services and related service offerings. We place science at the heart of our care process by striving to provide evidence-based care of the highest standard. The group currently operates 50 private hospitals (excluding a growing number of day clinics) throughout South Africa and three hospitals in Namibia with more than 8 200 beds in total.

Contact Centre Manager

Important Note:

Be Part of Something Exciting. Shape the Future with Us.

Are you an experienced Contact Centre Manager ready for your next career-defining opportunity?

We are building a talent pool for an exciting new Contact Centre Manager opportunity anticipated to commence in January 2027. While the role is not immediately available, we are seeking exceptional leaders who would like to be considered early for this exciting venture and future growth journey.

This is a unique opportunity to be part of something from the ground up, helping to shape a high-performing customer experience environment that will make a meaningful impact on our customers, employees, and business.

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

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 experience3 years managerial experience

Desired Experience

10 years Contact Centre experience5 years managerial experience

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 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

Contact Centre Manager Great Benefits