Contact Centre Team Lead

National Healthcare Group; Centurion; On-site; ZAR 391,000 - 670,000; Full time

Benefits offered by this job

Shape NHG Help Desk

Career growth

Job summary

National HealthCare Group (NHG) is seeking an experienced Contact Centre Team Lead to guide a Client Service Consultants team and oversee daily Help Desk operations. You will drive service levels across telephone, WhatsApp and email, ensuring timely and professional resolutions.

The role emphasizes coaching, performance management and process improvements to support a scalable contact center and superior member experience.

Qualifications

• Diploma or degree in Business Management, Operations Management or related field.
• Minimum two to three years’ experience as a Team Leader or senior supervisor in a contact center.
• Proven experience leading an inbound customer-service team and managing KPIs.
• Experience coaching frontline staff and handling escalations, with strong English communication.

Responsibilities

• Lead and supervise Client Service Consultants and manage daily queues across channels.
• Monitor KPIs, coach individuals and conduct performance reviews.
• Ensure accurate case categorisation, ownership and status tracking.
• Resolve escalations, support complex enquiries and maintain service quality.
• Develop and maintain procedures, scripts and knowledge resources.
• Prepare operational reports and contribute to scalable Help Desk design.

Skills

Team leadership

Coaching

Customer service orientation

English communication

Education

Diploma or degree in Business Management / Operations Management

Tools

CRM systems

Ticketing systems

Power BI

Job description

National HealthCare Group (NHG) is looking for an experienced and hands-on Contact Centre Team Lead to help us strengthen and scale our Help Desk function.

NHG provides affordable, digitally enabled primary healthcare to employees and their families across South Africa. Our Help Desk is a central point of contact for members, employers, brokers, channel partners, healthcare providers and internal teams.

The Help Desk supports stakeholders through telephone, WhatsApp and email, and plays a critical role in ensuring that enquiries, complaints and service requests are resolved professionally and efficiently.

About the Role: The Contact Centre Team Lead will be responsible for leading, coaching and developing a team of Client Service Consultants while overseeing the Help Desk’s day-to-day operations.

This is a hands-on operational role. The successful candidate will need to maintain control of daily service delivery while helping the Head of Operations improve the systems, processes, reporting and team capabilities required for a scalable contact center.

We are looking for someone who can bring structure, accountability and a strong customer-service culture to the team.

Key Responsibilities:

Team Leadership and Daily Operations:

• Lead, motivate and supervise a team of Client Service Consultants.
• Manage daily telephone, WhatsApp and email queues.
• Allocate work and monitor open, pending and overdue cases.
• Ensure appropriate staffing and coverage during operating hours.
• Conduct daily team check-ins and communicate operational priorities.
• Maintain effective handovers between employees and departments.
• Promote ownership of enquiries from first contact through to final resolution.

Performance Management and Coaching:

• Monitor individual and team performance against agreed KPIs.
• Conduct regular one-on-one coaching and feedback sessions.
• Complete probation, performance and development reviews.
• Identify performance gaps and implement improvement plans.
• Monitor productivity, absenteeism, punctuality and schedule adherence.
• Recognize strong performance and positive service behaviors.
• Support disciplinary and performance-management processes where required.

Customer and Member Experience:

• Ensure professional, accurate and respectful service across all communication channels.
• Promote a member-first and customer-centric culture.
• Support consultants with complex or sensitive enquiries.
• Handle escalated complaints and dissatisfied stakeholders.
• Ensure stakeholders receive regular updates until their matters are resolved.
• Identify recurring service problems and recommend improvements.

Help Desk and Case Management:

• Ensure all enquiries, requests, complaints and escalations are properly recorded.
• Ensure each case has a clear category, priority, owner and status.
• Monitor outstanding cases and follow up with relevant internal departments.
• Prevent cases from being lost, repeatedly transferred or closed without proper resolution.
• Review repeat contacts and reopened cases to identify service failures.
• Maintain accurate and auditable interaction records.

Quality Assurance:

• Review telephone calls, WhatsApp conversations, emails and case records.
• Provide targeted coaching based on quality-review results.
• Ensure consultants follow approved processes, scripts and communication standards.
• Monitor the accuracy and completeness of information provided to stakeholders.
• Identify recurring quality issues and implement corrective measures.
• Ensure consultants operate within their authorized roles and escalation limits.

Systems, Reporting and Continuous Improvement:

• Support the effective use of telephony, WhatsApp, email, CRM and ticket-management systems.
• Monitor system-related issues and escape them appropriately.
• Help develop and maintain Help Desk procedures, scripts, templates and knowledge resources.
• Prepare daily, weekly and monthly operational reports.
• Analyze contact volumes, service performance and recurring enquiry reasons.
• Recommend improvements to workflows, systems and stakeholder journeys.
• Support the Head of Operations in developing a scalable Help Desk operating model.

Compliance and Confidentiality:

• Ensure compliance with NHG policies, processes and delegated authority.
• Protect confidential personal, financial and health information.
• Ensure appropriate identity-verification procedures are followed.
• Reinforce POPIA, information-security and record-keeping requirements.
• Identify and escalation potential data, fraud, clinical, compliance or reputational risks.

National HealthCare Group (NHG) is looking for an experienced and hands-on Contact Centre Team Lead to help us strengthen and scale our Help Desk function.

NHG provides affordable, digitally enabled primary healthcare to employees and their families across South Africa. Our Help Desk is a central point of contact for members, employers, brokers, channel partners, healthcare providers and internal teams.

The Help Desk supports stakeholders through telephone, WhatsApp and email, and plays a critical role in ensuring that enquiries, complaints and service requests are resolved professionally and efficiently.

About the Role: The Contact Centre Team Lead will be responsible for leading, coaching and developing a team of Client Service Consultants while overseeing the Help Desk’s day-to-day operations.

This is a hands-on operational role. The successful candidate will need to maintain control of daily service delivery while helping the Head of Operations improve the systems, processes, reporting and team capabilities required for a scalable contact center.

We are looking for someone who can bring structure, accountability and a strong customer-service culture to the team.

Key Responsibilities:

Team Leadership and Daily Operations:

• Lead, motivate and supervise a team of Client Service Consultants.
• Manage daily telephone, WhatsApp and email queues.
• Allocate work and monitor open, pending and overdue cases.
• Ensure appropriate staffing and coverage during operating hours.
• Conduct daily team check-ins and communicate operational priorities.
• Maintain effective handovers between employees and departments.
• Promote ownership of enquiries from first contact through to final resolution.

Performance Management and Coaching:

• Monitor individual and team performance against agreed KPIs.
• Conduct regular one-on-one coaching and feedback sessions.
• Complete probation, performance and development reviews.
• Identify performance gaps and implement improvement plans.
• Monitor productivity, absenteeism, punctuality and schedule adherence.
• Recognize strong performance and positive service behaviors.
• Support disciplinary and performance-management processes where required.

Customer and Member Experience:

• Ensure professional, accurate and respectful service across all communication channels.
• Promote a member-first and customer-centric culture.
• Support consultants with complex or sensitive enquiries.
• Handle escalated complaints and dissatisfied stakeholders.
• Ensure stakeholders receive regular updates until their matters are resolved.
• Identify recurring service problems and recommend improvements.

Help Desk and Case Management:

• Ensure all enquiries, requests, complaints and escalations are properly recorded.
• Ensure each case has a clear category, priority, owner and status.
• Monitor outstanding cases and follow up with relevant internal departments.
• Prevent cases from being lost, repeatedly transferred or closed without proper resolution.
• Review repeat contacts and reopened cases to identify service failures.
• Maintain accurate and auditable interaction records.

Quality Assurance:

• Review telephone calls, WhatsApp conversations, emails and case records.
• Provide targeted coaching based on quality-review results.
• Ensure consultants follow approved processes, scripts and communication standards.
• Monitor the accuracy and completeness of information provided to stakeholders.
• Identify recurring quality issues and implement corrective measures.
• Ensure consultants operate within their authorized roles and escalation limits.

Systems, Reporting and Continuous Improvement:

• Support the effective use of telephony, WhatsApp, email, CRM and ticket-management systems.
• Monitor system-related issues and escape them appropriately.
• Help develop and maintain Help Desk procedures, scripts, templates and knowledge resources.
• Prepare daily, weekly and monthly operational reports.
• Analyze contact volumes, service performance and recurring enquiry reasons.
• Recommend improvements to workflows, systems and stakeholder journeys.
• Support the Head of Operations in developing a scalable Help Desk operating model.

Compliance and Confidentiality:

• Ensure compliance with NHG policies, processes and delegated authority.
• Protect confidential personal, financial and health information.
• Ensure appropriate identity-verification procedures are followed.
• Reinforce POPIA, information-security and record-keeping requirements.
• Identify and escalation potential data, fraud, clinical, compliance or reputational risks.

Requirements

Minimum Requirements

Essential:

• A diploma or degree in Business Management, Operations Management, Contact Centre Management or a related field.
• At least two to three years’ experience as a Team Leader, Supervisor or Senior Consultant in a contact center, Help Desk or customer‑service environment.
• Proven experience leading an inbound customer‑service team.
• Experience managing performance against contact center KPIs.
• Experience coaching and developing frontline employees.
• Experience handling complex enquiries, complaints and escalations.
• Experience managing schedules, productivity, absenteeism and adherence.
• Experience using contact center telephony, CRM, ticketing or case‑management systems.
• Experience preparing operational reports and management updates.
• Strong written and verbal English communication skills.

Advantageous:

• A leadership or supervisory qualification.
• Experience in healthcare, health insurance, medical schemes or managed care.
• Knowledge of membership, claims, benefits, authorizations or provider-network processes.
• Experience working in a regulated environment.
• Experience using omni channel platforms covering voice, email, web chat and WhatsApp.
• Experience with workforce-management systems, Power BI or contact center dashboards.
• Proficiency in one or more additional South African official languages.

The Person We Are Looking For:

• A confident and fair frontline leader.
• Customer- and member-focused.
• Highly organized and attentive to detail.
• Comfortable working with systems, processes and performance data.
• Calm and professional under pressure.
• Willing to investigate problems and drive them through to resolution.
• Able to bring structure to an evolving operational environment.
• Accountable, resilient and results‑driven.
• Passionate about coaching and developing people.
• Comfortable being hands‑on rather than managing from a distance.

Benefits

Why Join NHG?

• This is an opportunity to help build a Help Desk function that supports meaningful access to affordable private primary healthcare.
• The successful candidate will have the opportunity to shape how NHG serves its members, employers, brokers, partners and healthcare providers as the organization grows.