Location: Gauteng, Johannesburg (Hybrid)
Salary: ZAR 390,000 per annum
Hours: 37.5 hours per week, Monday to Friday
Start date: 30 April 2026
Reports to: Operations Manager

About the role

We are seeking two Team Leaders to join a growing healthcare contact centre delivering patient access services through a modern, digital and AI-supported operating model. These roles are responsible for leading frontline Patient Services Coordinators who manage inbound and outbound patient interactions on behalf of healthcare services.

The Team Leaders will play a key role in ensuring consistent service delivery, high-quality patient experiences, and strong operational performance across the team. You will be responsible for day-to-day supervision, workforce coordination, and maintaining alignment between operational demand and team capacity.

• Responsible for leading teams of Patient Services Coordinators and ensuring consistent performance and service quality

• Drive day-to-day operational performance in a fast-paced healthcare environment

• Support staff development, coaching, and structured performance management

• Maintain high standards of service delivery and team accountability

• This is a hands-on leadership role focused on people management and operational delivery

Key responsibilities

• Lead, support, and manage a team of Patient Services Coordinators / call handlers

• Ensure delivery against KPIs, quality standards, and service targets

• Provide regular coaching, feedback, and structured performance reviews

• Monitor attendance, conduct, and team reliability

• Support onboarding and development of new starters

• Work closely with Operations to align staffing and workflow demand

• Act as first point of escalation for team-related issues

• Drive a positive, structured, and accountable team culture

• Support continuous improvement through performance and QA feedback

Essential experience

• Previous experience in a Team Leader or Supervisor role

• Experience in a call centre, healthcare, or customer service environment

• Strong people management and communication skills

• Proven ability to manage performance and address underperformance

• Strong organisational skills and attention to detail

• Ability to work in a fast-paced, structured operational environment

• Strong IT and administrative capability

Desirable experience

• Experience in healthcare contact centres or patient services environments

• Exposure to KPI-driven operational teams

• Experience supporting onboarding and training of new staff

• Experience working with QA, compliance, or service monitoring frameworks

What we offer

• Competitive salary for the Gauteng market

• Hybrid working model

• Opportunity to work within a modern healthcare transformation environment

• Clear leadership structure and operational support

• Exposure to AI-supported healthcare service delivery systems

• Career growth opportunities as the organisation scales

Requirements

• Secure home office setup for remote working days

• Reliable high-speed fibre internet connection

• Backup connectivity (mobile hotspot or equivalent)

• Backup power solution (inverter or generator recommended)

• Windows 11 PC or laptop (no Chromebooks or MacBooks)

• Dual-screen setup (secondary monitor required)

• Strong IT skills for operational systems and reporting tools

• Ability to work rotating shifts: 09:00–17:00 / 10:00–18:00

• Availability for occasional early “Go-Live” support shifts (07:30–15:30)