Manager - Contact Center
Fakeeh University Hospital - Dubai
Role Purpose:
describes the objective of the
role and its impact.
Main Accountabilities: What the role must deliver. If not delivered, the performance will be impacted.
Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Job Specifications :
Qualification
Proficient in relevant computer applications
1-2 years of experience in a healthcare call center environment, preferred
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Proficient in English, Arabic (preferable)
- The Call Centre Manager will assist in establishing call centre objectives, provide agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers.
describes the objective of the
role and its impact.
Main Accountabilities: What the role must deliver. If not delivered, the performance will be impacted.
Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Job Specifications :
Qualification
Proficient in relevant computer applications
1-2 years of experience in a healthcare call center environment, preferred
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Proficient in English, Arabic (preferable)
Apply
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