Career Opportunity

 

C-Care International, part of the healthcare cluster of CIEL Group, is a Mauritian private healthcare group that owns and operates four healthcare facilities in Mauritius, namely C-Care Darné, Wellkin, Grand-Baie and Tamarin, and two hospitals in Uganda, C-Care IHK and IMC. C-Care also owns and manages 22 primary care Clinics and 55 C-Lab collection centres in Mauritius, Uganda, and Madagascar.

 

C-Care is currently looking for a Contact Center Operations Manager to be based at C-Care Corporate Office, in Mauritius.

 

 

| Contact Center Operations Manager

Reporting to the Head of Development, Marketing & Communication, the selected candidate will be responsible for overseeing the day-to-day operations and overall performance of the Centralised Contact Centre, covering both medical and non-medical contact centre activities across the Group. The role will ensure the delivery of reliable, patient-centred services by providing operational leadership through the Contact Centre Team Leaders, monitoring performance against established service levels and quality standards, and collaborating with key stakeholders to drive service excellence, process optimisation, and continuous improvement initiatives. The incumbent will be accountable for maintaining operational stability, achieving agreed KPIs and SLAs, leading and developing contact centre teams, and ensuring the timely execution of operational priorities and strategic objectives.

 

What you will be doing:

 

• Oversee daily Contact Centre and Medical Contact Centre operations through Team Leaders, ensuring adequate coverage, effective call handling, and continuity of service.
• Monitor call volumes, abandoned calls, service levels, response times, quality results, and other agreed KPIs.
• Ensure established workflows, escalation routes, and callback processes are consistently applied.
• Coordinate operational issues and ensure timely resolution.
• Review recurring operational gaps and work with Team Leaders and stakeholders to implement practical improvements.
• Maintain the established Contact Centre operating model, processes, and systems, escalating enhancement needs where required.
• Consolidate and review monthly Contact Centre performance and provide operational analysis, trends, and recommendations to management and Business Units.
• Track delivery of agreed priorities, action plans, and strategic initiatives, following up on milestones.
• Act as the main operational liaison between the Contact Centre, supported Business Units, and support functions.
• Support the implementation of approved organisational or digital initiatives affecting Contact Centre operations.
• Lead, coach, and support Team Leaders, ensuring clear accountability for workforce management, agent performance, training, quality, and daily supervision.
• Review staffing, attendance, productivity, and performance trends.
• Promote a service-oriented, accountable, and collaborative culture.
• Work cross-functionally with Business Unit representatives and support functions to maintain smooth service delivery.
• Resolve issues affecting patients, callers, or employees.
• Translate management and Business Unit requirements into clear operational instructions for Contact Centre teams.
• Ensure Contact Centre activities comply with approved policies, SOPs, data protection requirements, call-recording rules, and quality standards.
• Ensure complaints, incidents, and recurring quality issues are reviewed, escalated, and addressed through appropriate corrective actions.
• Identify operational risks affecting service continuity, patient experience, staffing, or data integrity.
• Escalate identified risks with practical mitigation actions.
• Maintain appropriate controls over access to systems, call recordings, and sensitive information.
•  Coordinate or participate in agreed Contact Centre improvement initiatives, system enhancements, and new service onboarding as assigned.
• Ensure new activities are operationally assessed, documented, communicated, and effectively handed over.
• Focus on sustaining and improving the established operating model rather than independently leading broad transformation programmes.

 

What are we looking for?

 

• Bachelor’s degree in Business Administration, Management, Customer Service, Healthcare Administration, or a related field.
• Equivalent combination of qualification and relevant experience may be considered.
• Minimum 3–5 years’ experience in contact centre, customer service, or service operations.
• Experience in team supervision or management.
• Experience in a healthcare or multi-site service environment is an advantage.
• Demonstrated experience monitoring operational KPIs, workforce performance, and service quality.
• Knowledge of contact centre operations, workforce planning, and service-level management.
• Proficiency in performance reporting, dashboards, and data interpretation.
• Knowledge of customer service, complaints, and quality management.
• Familiarity with telephony/contact centre systems and digital service channels.
• Knowledge of SOP implementation, process control, and operational risk management.
• Experience in stakeholder coordination and basic vendor management.
• Strong operational leadership and accountability.
• Customer- and patient-centred mindset.
• Sound judgement and problem-solving skills.
• Clear communication and stakeholder management.
• Analytical and organised approach.
• Coaching and people-development capability.
• Ability to prioritise and follow through on multiple operational actions.
• Adaptability and continuous-improvement mindset.

 

 

Location: C-Care Corporate Office, Moka, Mauritius

Management reserves the right to call only the best candidates for an interview. If you have not received any communication after the deadline, feel free to call us for any query.