Contact Centre Team Leader at ER24

MAIN PURPOSE OF JOB

• To manage a team of Call Centre Agents towards achieving a positive patient experience and quality service delivery.

KEY RESPONSIBILITY AREAS

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

REQUIRED EDUCATION

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

REQUIRED EXPERIENCE

• ESSENTIAL MINIMUM EXPERIENCE:  2-years’ experience as a Call Centre Agent

DESIRED EXPERIENCE:

• 2-years’ experience as a Call Centre Agent
• 2–3 years’ CC team leader experience

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: 03/04/2026