Contact Centre Team Leader at ER24

MAIN PURPOSE OF JOB


Strong team leadership experience is essential for managing a team of Call Centre Agents focused on delivering a positive patient experience and ensuring quality service delivery.
Effective leadership will guide the team in meeting their goals and maintaining high standards in service.


REQUIRED EDUCATION


ESSENTIAL EDUCATION: Grade 12
DESIRED EDUCATION: Certification in Contact Centre Management


REQUIRED EXPERIENCE


ESSENTIAL MINIMUM EXPERIENCE: 2-3 years Team Leading experience within a Call Centre environment.


KEY RESPONSIBILITY AREAS


To oversee and manage daily call centre operations
To ensure a positive a client experience
To manage people in team


REQUIRED JOB SKILLS AND KNOWLEDGE


Demonstrate working knowledge and competence on the core contact systems
Demonstrate working knowledge of the EMS environment
Demonstrate knowledge and application of basic Emergency Care
Demonstrate ability to coach and mentor team members
Demonstrates understanding of the healthcare industry
Demonstrates a good understanding of Funders of Healthcare
Demonstrate sound competence in telephonic and email etiquette
Demonstrate sound competence in Microsoft Excel, Word and Outlook
Demonstrates a good understanding of contract and service level agreement (SLA) management
Demonstrate sound knowledge of geographical locations
Demonstrate knowledge and application of general Human Resource processes


Closing date: 12/03/2026