Patient Communications Ops Lead | Call Centre 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

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