Job Description
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Assist in establishing technical specifications, productivity, quality, and customer-service standards.
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Hire, coach and provide training to personnel to maintain high customer service standards
Develop objectives for the call center s day-to-day activities
Ensure that all relevant communications, records and data are updated and recorded
Ensure that the call center quality is monitoring calls to improve quality, minimize errors and track operative performance.
Assist in designing work schedules and maintain appropriate staffing levels including shift patterns and the number of staffs required to meet demand.
Overseeing the smooth delivery of services rendered to patients through handling complaints and inquiries.
Delivering a class-leading quality-oriented customer service to help customer loyalty, improve hospital branding and support continued sales.
Delivering the best quality to the patients; through calls, emails and SMS.
Directly involved handle complex inquiries or patients complain; and follow up outcomes with the staff during the shifts , while maintaining good understanding of clinic operations and procedures.
Provide call center Agents with guidance in handling difficult or issues or problems so they can be resolved effectively and efficiently.
Evaluate performance with key metrics (accuracy, call-waiting time etc.
Prepare reports for different departments or upper management
Desired Candidate Profile
Profile:
Bachelor's degree in business, management, or a related field
Proven experience as call center manager 6-10 years of overall experience and 4-6 years of supervisory exposure in managing a team size of 15-25 associates.
Proficient in MS Office and call center equipment/software programs
Knowledge of management principles and with hospital , services, and policies.
Knowledge of performance evaluation and customer service metrics
Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Strong coaching and leadership skills, ability to motivate employees.
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Excellent organizational and leadership skills with a problem-solving ability
Decisiveness and attention to detail.
Positive and patient
Education:
Bachelor of Business Administration(Management)
Gender:
nm
Nationality:
Any Nationality
