Contact Centre Manager (Based JB)

Key Responsibilities

Manage day-to-day operations of the contact centre, ensuring service levels and patient access targets are met

Lead, coach, and develop call agents

Plan and manage workforce scheduling

Monitor KPIs

Analyse performance data and prepare reports

Handle escalated or complex issues

Implement continuous improvement initiatives

Recruit and train new panel clinics

Support projects



Essential Skills & Experience

Proven experience managing a contact centre, preferably with healthcare background

Strong people leadership and coaching skills

Experience in handling sensitive or confidential information

Excellent communication skills with a calm, empathetic approach

Advanced proficiency in Ms Excel; strong analytical skills

Familiarity with contact centre platforms and CRM systems