Lyra Health

Global Connect Contact Centre Manager

Lyra Health

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇿🇦 South Africa

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Job Level

Mid-LevelSenior

About the role

  • Oversee daily operations of the company's contact centre to ensure maximum efficiency, productivity, and cost-effectiveness.
  • Lead and develop a team of professionals to deliver exceptional and empathetic customer service.
  • Optimise workflows, technology, and staff performance to meet organisational goals.
  • Manage staff scheduling, resource planning, and staffing levels for efficient coverage and service delivery.
  • Assume responsibility for departmental budgeting, tracking expenses, and preparing insightful reports on performance for senior management.
  • Act as a first point of escalation for complex customer complaints and difficult cases.

Requirements

  • Education: A Master’s Qualification in Psychology, Social Work, or an Advanced Counselling qualification from a recognised tertiary education institution is required.
  • Professional Registration: Must be registered with the HPCSA or SASCCP as psychologist/registered-counsellor or social worker.
  • Experience: A minimum of 5 years of working experience in mental health/EAP, with at least 2-3 years of demonstrated success acting in a leadership capacity within a contact centre or similar operation.
  • EAP Experience: Preference will be given to candidates with a proven background and extensive working experience within the Employee Assistance Program (EAP) or workplace mental health field.
  • Interpersonal Skills: Strong communication, leadership, and interpersonal skills are mandatory for both staff and client interaction.
  • Analytical Abilities: A strong analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
  • Problem-Solving: Superior problem-solving and conflict-resolution abilities, especially under pressure.
  • Leadership Style: A hands-on leadership style, capable of motivating and developing a team in a demanding environment, and willing to “get-in-the-trenches” with the team if the need should arise.
  • Additional Qualifications: Certification as a Certified Call Centre Manager (CCCM) or equivalent is considered an advantage.
  • Additional Experience: Experience working globally or across different countries and in partnership with other similar operations is considered an advantage.
Benefits
  • Remote Work: The individual is expected to have reliable backup power supply and a strong, stable WiFi connection.
  • Hours and Flexibility: While this is a full time Monday to Friday, 8 hour position, the nature of the work requires a degree of flexibility.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
budgetingresource planningdata interpretationperformance trackingworkflow optimizationstaff schedulingcustomer service managementconflict resolutionanalytical mindsetEAP experience
Soft skills
leadershipcommunicationinterpersonal skillsproblem-solvingteam motivationempathyanalytical abilitiesconflict resolutionhands-on leadershipstaff development
Certifications
Master’s Qualification in PsychologyAdvanced Counselling qualificationHPCSA registrationSASCCP registrationCertified Call Centre Manager (CCCM)