The Senior Call Center Agent at Glamorous Clinic is responsible for leading and mentoring a team of call center agents, ensuring high-quality customer service, and supporting the efficient operation of the call center. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to handle escalated issues with professionalism.
Responsibilities:
- Supervise daily operations of the call center, ensuring smooth workflow and adherence to policies.
- Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
- Train and mentor call center agents, conducting performance evaluations and providing feedback.
- Monitor and analyze call center metrics to identify areas for improvement.
- Collaborate with other departments to ensure consistent and high-quality service delivery.
- Assist in developing and implementing call center strategies and processes.
5. Personal Attributes:*
- Professional demeanor and appearance.
- Strong work ethic and ability to work in a fast-paced environment.
- Positive attitude, patience, and empathy when dealing with customers and team members.
- Ability to work flexible hours, including evenings and weekends, as needed.
Minimum of 3-5 years of experience in a call center or customer service environmentPrior experience in a senior or leadership role within a call center is preferredExperience in the healthcare or wellness industry is a plusExperience in customer service is essentialProficient in English; Good knowledge of additional languages will be a definite plusWorking knowledge of MS OfficeTech savvy with knowledge of telephone equipment and relevant computer programsKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureHigh school diploma or equivalent required; a bachelor's degree in a related field is preferredUnderstanding of call center metrics and KPIsKnowledge of healthcare terminology and patient confidentiality is advantageousFamiliarity with complaint resolution and customer satisfaction best practices