An exciting career opportunity exists at Medipost Holdings for Operations Manager reporting to the Medipost General Manager. This position is based in Gezina, Pretoria. The purpose of this position is to deliver a high standard of customer service and to meet customer needs in Medipost and Kawari business units, making day‑to‑day management and operational decisions pertaining to the Patient Communication Department to ensure effective operations and customer satisfaction. Primary Purpose of the Job Deliver a high standard of customer service and meet customer needs in Medipost and Kawari business units Make day‑to‑day management and operational decisions pertaining to the Patient Communication Department to ensure effective operations and customer satisfaction Ensure 1st‑time query resolution within agreed timelines Maintain lost call rate (inbound Contact Centre) of less than 2.0 % per month in funded contact centres and less than 4.0 % for CCMDD Helpdesk Answer calls in less than 40 seconds Achieve a Customer Satisfaction Score of 90% or higher with zero complaints Contact customers two working days prior to next scheduled delivery date for delayed deliveries Establish contact within one working day of receipt of new customers Optimize document linking capacity, productivity and ensure accuracy (99 %) Accurately link documents within Service Level Agreement (SLA) timelines Ensure MML compliance and exceed company benchmarks Optimize inbound pharmacy cluster capacity and productivity; attend to extreme action diaries within SLA timelines Complete QA logs and issue interventions within SLA timelines Oversee call QA processes and adhere to client and company benchmarks (90 % average); reduce auto‑fails to meet company benchmarks ( Ensure compliance with company policies and procedures at all times Operate effectively and efficiently across the Patient Communication Department Stay fully conversant and informed on GEMS & CCMDD Penalty Matrix across all business units Manage stakeholder relationships within the GEMS Contact Centre Forum Participate in ad‑hoc projects for the Group as required Manage department expenses and consumables within departmental budgets Oversee system functionality and drive enhancements for efficiencies Maintain continuous liaison with IT support Provide operational telecoms support and oversee maintenance of telephone extension lists Conduct weekly operations meetings with all department heads Support the company transformation plan strategy Identify and develop high‑performance individuals (HPIs) and conduct personal development plans (PDPs) Ensure managers create PDPs for all staff and hold regular review and feedback sessions to meet PDP outcomes Oversee training and development programmes and implement corrective measures where needed Implement staff productivity monitoring and manage time‑attendance according to company policies Ensure compliance with the award and occupational health & safety processes Oversee the implementation of reward and recognition programmes Process all Kawari customer sales orders accurately on the stock system Responsibilities Prioritise work to achieve required daily outcomes and ensure systems are regularly updated Develop and implement systems to drive efficiencies and provide effective reporting Process Kawari quotes and orders accurately and within agreed timeframes (within two hours of receipt) Adhere to the Kawari back‑order process and resolve complaints with agreed timelines Ensure compliance with SOPs, good wholesaling and distribution practices (GWDP) and ISO 9001/ISO 13485 guidelines Deliver a high standard of customer service, meeting key performance metrics such as lost call rate, response times, and customer satisfaction score Collaborate effectively with colleagues and management, demonstrate adaptability and problem‑solving capabilities, and maintain good relationships within the group Occupy a willingness to work overtime and display self‑initiative to exceed expectations Lay responsibility for all patient communication processes and activities Take responsibility for telecoms infrastructure and stakeholder engagement with telecom service providers Oversee mailroom and central switchboard efficiencies and comply with updated SOPs Manage consumables purchasing, cost containment, replenishment, stock take and usage monitoring Optimise working hours, would manage overtime and oversee competency training within agreed timelines Identify training needs, administer assessments, and coach associates through HPIs and PDPs Qualifications Diploma or degree in Customer Care or Contact Centre Operations Preferred Qualifications Qualification in the healthcare industry Intermediate to advanced proficiency in MS Excel Experience working on CCM systems and reporting Knowledge of MITEL PBX and reporting systems Strong communication, teamwork, planning, organisational, problem‑solving and change‑management skills Experience Five or more years of managerial experience with a strategic outlook and focus Three or more years of administrative experience Experience managing large teams (greater than 150 individuals) Previous exposure to contact centre operations management, architecture, reporting, and success in a customer service delivery role Medipost Holdings is committed to the promotion of employment equity within the workplace and welcomes applications from persons with disabilities. #J-18808-Ljbffr