We are looking for 1 Call Center Supervisor to handle the Call Center operations efficiently with the highest sense of Customer Service.
The successful candidates will play a fundamental role in achieving our customer satisfaction and revenue growth objectives, including but not limited to
- Perform day to day operational activities in call center/customer service;
- Answer incoming calls/emails from customers to handle medical appointments requests;
- Answer incoming calls/emails from customers to provide information about our medical products, services and fees;
- Answer all customer's inquiries and questions via any communication media/channel such as: Phone, Email, Facebook, Chat, any other as needed;
- Always ensure highest communication & customer service quality when dealing with the client;
- Give excellent service & recommendations;
- Always answer to inquiries & solve problems on a timely manner and in general without delays;
- Handle customer complaints and follow-up + reporting to Supervisor and Insurance/CS Manager;
- Troubleshoot problems if any;
- Smoothly liaise with clinics’ Front Office Desk teams (Front Office Managers, Receptionists, Cashiers and Insurance handlers etc..) in order to coordinate/answer accurately and timely to customers inquiries;
- Sense of initiative for innovative solutions and ideas to enhance team productivities;
- Understand deeply the workflow, all products and services of the clinic and advise customers about it when necessary;
- Manages the call center’s team of agents;
- Coach Representatives on daily basis by listening to calls / checking emails & chats conversations and providing constructive and proper feedback / guidance / corrections;
- Remains available at all times for Representatives’ questions and concerns;
- Handles calls from customers who wish to speak to a Supervisor for whatever reason;
- Monitors numbers of calls that Reps handle each hour to ensure each Rep is taking the required number of calls;
- Checks the waiting time for customers on hold to make sure they are not waiting unreasonable lengths of time;
- Reviews periodically calls/emails/chats reports;
- Maintains call center team attendance records;
- Trains new call center Representatives on incoming calls, cold calling, appointment setting, product & services recommendations and on email/chat proper communication etiquette;
- Meets with management to report the progress of the call center team;
- Provides helpful feedback and positive communication to motivate call center Representatives;
- Runs regular staff meetings with the team;
- Communicates any company policy and procedure changes to Representatives if necessary.