Operations Team Lead – Medical Admin & Performance Coach

Xpedient; Bellville; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Xpedient is seeking an organized operations leader to coach and support a call-centre team, helping colleagues meet service, quality and performance standards in a medical administration setting.

You will plan, lead and monitor daily activities, ensure access to tools and training, track KPIs and provide regular performance feedback. The role emphasizes collaboration with other departments and building strong client relationships.

Qualifications

• Matric with relevant administrative experience.
• At least 3 years’ team-leading experience in a call centre environment.
• Experience guiding and supporting a team.
• Strong written and verbal communication skills.
• An analytical approach and confidence working with performance data.
• A careful eye for detail, with the ability to investigate issues thoroughly.
• Good organizational skills and the ability to meet deadlines and time constraints.
• Intermediate Microsoft Office skills, particularly Excel.

Responsibilities

• Plan, lead, organize and control the team’s daily activities.
• Monitor service delivery and ensure work meets the required standards.
• Provide regular coaching, guidance and practical support to team members.
• Make sure colleagues have the tools, resources and training needed to perform their duties effectively.
• Track daily KPIs, weekly progress and monthly targets, reporting results to Campaign Managers.
• Conduct monthly performance feedback sessions and reviews.
• Identify underperforming client accounts, investigate root causes and resolve contributing issues.
• Plan, manage and report on team leave.
• Support the smooth integration of new team members.
• Handle client complaints and queries while helping to build strong, professional relationships.
• Motivate and develop team members through clear communication and ongoing support.
• Manage disciplinary matters when required.
• Work closely with other departments to resolve queries and operational issues efficiently.

Skills

Team leadership

Performance data analysis

Communication

Organizational skills

Attention to detail

Time management

Excel

Education

Matric with relevant administrative experience

Tools

Excel

Job description

Xpedient is seeking an organized operations leader to coach and support a call-centre team, helping colleagues meet service, quality and performance standards in a medical administration setting.

You will plan, lead and monitor daily activities, ensure access to tools and training, track KPIs and provide regular performance feedback. The role emphasizes collaboration with other departments and building strong client relationships.