Job Advert Summary
A Grade 12 qualification essential and a relevant certification in contact centre management will be an advantage.A minimum of 2 years working experience as a contact center agent essential. Team leading experience within a contact centre will be an advantage.Demonstrates sound knowledge and competence in the CAD system and sound knowledge of the EMS environment.Basic knowledge and application of emergency care.An understanding of the healthcare industry and the funders of healthcare will be an advantage.Demonstrates sound knowledge and competence of MS Office Suite.Ability to manage contracts and SLA’s.Sound knowledge and competence in global geographical locations. Knowledge of general Human Resource processes. Builds trusting relationships and collaborates with and supports colleagues in order to achieve shared goals.Strives to identify and deliver on client’s needs, keeping client informed and focusing on client experience. Upholds high ethical, confidentiality and professional standards. Strives to identify and deliver on client’s needs, keeping client informed and focusing on client experience.Ability work accurately by attending to all detail.
Key Outputs
To manage a team of contact centre agents towards achieving a positive patient experience and quality service delivery according to standard operating procedures.Manages service level agreements.Participates in quality improvement projects and ensure best practices are adhered to.Manage a team of contact centre agents and optimise staff utilisation and productivity. Participation in the recruitment and selection of new staff members and ensure orientation, coaching and mentoring.
Other Information
All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of ER24.Candidates, who are interested in applying for this position, can apply directly at https://mediclinic-er24.erecruit.coPlease ensure that your profile is complete and up to date with the latest information, before applying.For any online support, please contact the Mediclinic Career Centre at [Phone Number Removed];.