- 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
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 programsKnowledge of management principles and with hospital , services, and policies.Knowledge of performance evaluation and customer service metricsAbility to support Business and provide solutions to customer pain pointsAbility to handle complex and ambiguous scenariosAbility to organize, prioritize and schedule work assignmentsStrong 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 abilityDecisiveness and attention to detail.Positive and patient