Hands-On Contact Centre Lead: Scale & Coach Help Desk

National Healthcare Group; Centurion; Presencial; ZAR 391.000 - 670.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Shape NHG Help Desk

Career growth

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

Coaching

Customer service orientation

English communication

Educación

Diploma or degree in Business Management / Operations Management

Herramientas

CRM systems

Ticketing systems

Power BI

Descripción del empleo

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.