Deputy Operations Manager

Medipost; Pretoria; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Medipost Holdings in Gezina, Pretoria, seeks a Deputy Operations Manager for the Patient Communication Department. You will oversee the contact centre and admin functions, drive process improvements, ensure SOP adherence, and coordinate with IT and management.

The role requires 3–5 years in a call centre leadership role, Grade 12 or equivalent, and experience with MS Office and CCM/Mitel environments. Expect to manage staff, overtime, and performance metrics while maintaining excellent customer

Qualifications

• Grade 12 plus related diplomas or certificates (call centre, customer relations, marketing & sales, or project management).
• 3–5 years in a call centre in a leadership role.

Responsibilities

• Oversee the Patient Communication Department to ensure effective operations.
• Deliver high standard customer service and achieve first-contact resolution goals.
• Manage SOP adherence, QA logs, and SLA timelines.
• Optimize staff scheduling, overtime, and productivity.
• Coordinate with IT and other stakeholders to implement improvements.
• Maintain and strengthen stakeholder relationships within GEMS Forums.

Skills

Communication

Teamwork

Planning & organizing

Achieving results

Problem solving

Resilience & etiquette

Technical credibility

Change management

Education

Grade 12

Related diplomas/certificates

Tools

Call Cabinet

Presence

MITEL

CCM Reporting

MedipostAPP

Eyerys

MS Office (advanced)

Job description

An exciting career opportunity exists at Medipost Holdings for Deputy Operations Manager reporting to the Patient Communication Operations Manager. This position is based in Gezina, Pretoria. The purpose of this position is to Makes all management and operational decisions pertaining to the contact centre and administrators of Patient Communication Department. Make suggestions for improvements to processes and methods for higher approval. All decisions affecting financial, staffing and the strategic direction, referred upwards. Frequent attendance of GEMS Workshops, Forums and Meetings i.e Call Centre Forum, QA Enhancement and Quality Standards, Inter SPN Training, etc.

PRIMARY PURPOSE OF THE JOB

Work Output

• To ensure that the Patient Communication Department is operating effectively and efficiently
• Good Time Management: Outcome driven and deadline orientated
• Ability to prioritize work to achieve the required daily outcomes
• Ensuring systems are regularly updated and in working order
• Development of systems to drive efficiencies
• Effective reporting and enhancement
• Constant interaction with IT
• Ensure complaints are resolved with agreed timelines and that the necessary documentation is completed
• Ensure departmental outputs are within the company’s Standard Operating Procedures (SOPs)

Customer Service

• To deliver a high standard of customer service and to meet customer needs
• To ensure 1st time query resolution within agreed timelines
• Lost call rate (inbound Contact Centre) to be < 2.0% per month for funded Contact Centres and < 4.0% for CCMDD Helpdesk
• Calls answered < 40seconds
• All CCMDD email enquiries to be resolved within 1 working day
• Average WhatsApp Response time to be less than 2minutes
• Medipost SMSs should be responded to within 1 hours of receipt
• Customer Satisfaction Score: 90% or higher with zero complaints
• Delayed Deliveries: Contact customers 2 workings days prior to next scheduled date
• New Customers: Establish contact within 1 working day of receipt
• Ensure all complaints are attended to within agreed timelines and as per SOPs
• Good Collaboration with Colleagues and Management
• Adaptability and problem-solving capabilities
• Ability to identify and elevate problems through relevant channels
• Maintain good relationships with the Group at large
• Willingness to work overtime
• Self-initiative and willingness to constantly exceed expectations
• Self-motivated
• Be fully conversant and informed on the GEMS and CCMDD Penalty Matrix across all Business Units
• Manage stakeholder relationships within GEMS Forums

Operational Management

• Consumables management (purchasing, cost containment, replenishmentand distribution, monitor usage levels, stock take, etc.)
• Take responsibility for all Patient Communication processes and activities
• Complete QA logs and issue interventions within SLA timelines

Staff Management

• Optimisation of working hours and appropriate management of overtime
• SOP: Training and Assessments done within agreed timelines
• SOP: Competency as per company benchmarks

Operational Management

• Consumables management (purchasing, cost containment, replenishmentand distribution, monitor usage levels, stock take, etc.)
• Take responsibility for all Patient Communication processes and activities
• Complete QA logs and issue interventions within SLA timelines

QUALIFICATIONS

• Grade 12
• Related degrees/ diplomas or certificates (e.g. call centre/ customer relations / marketing & sales or project management)

EXPERIENCE

• 3-5 years in a call centre in a leadership role

IDEAL

• Health care industry experience

TRAINING REQUIRED

• Training on company systems (e.g.Call Cabinet, Presence, MITEL, CCM Reporting, MedipostAPP, Eyerys, MS Office (advanced)
• ESS
• Eco-Time

Competencies (KEY BEHAVIOUR AREA)

• Communication
• Teamwork
• Planning and organizing
• Achieving results
• Problem solving
• Resilience and emotional etiquette
• Technical credibility
• Change management

“Medipost Holdings is committed to the promotion of employment equity within the workplace which is a driving factor in all recruitment decisions” Medipost further encourages and welcomes applications from persons with disabilities in creating a diverse and equitable workplace”

Closing Statement:

“We are committed to building a team that represents a variety of backgrounds, prospectives and skills, the more inclusive we are the better our work will be. Should you however not hear from us within a period of 2 weeks, you can consider your application unsuccessful”