- Supervising the work team
- Follow up on the performance of call center employees (female employees)
- Ensure that the team adheres to working hours and shift schedules
- Organizing daily and weekly work schedules
- Distributing calls or cases according to need and pressure
- Submitting periodic reports on performance, number of calls, duration of calls, and cases of satisfaction/complaints
- Analyze data to identify improvement points
- Monitor call quality
- Listening to random calls to ensure quality of service and adherence to policies
- Providing constructive feedback to the team to improve performance
- Measuring KPI performance indicators
- Problem solving and escalation
- Dealing with complex complaints or angry customers
- Escalating cases according to established procedures
- Training new employees
- Explain policies, procedures, and method of communicating with customers
- Organizing workshops or training courses to raise the team’s efficiency
- Providing suggestions to improve the work environment or call center tools
- Ensure that the team is aware of updates to products, services or policies
Requirements:
At least one year of practical experience in managing or coordinating the work of medical clinics
Preferably someone who has previously worked in the medical field
At least two years of experience in managing call centers
Ability to deal with medical and administrative staff in a professional manner
High skill in organization, planning and supervision
Familiarity with call center systems
Leadership and organizational skills
Ability to make decisions
High communication skills
Ability to deal with pressure
Employment type:
Full Time
Salary Range:
Unspecified
Benefits and Other Informations:
- Daily and monthly rewards and incentives
- Professional development
- Career ladder
