Job Details
Skills And Tools:
Job Description
- Supervise /manage activities and performance of the Advisors
- Handle employee through on-job training and coaching.
- Monitor transactions to ensure that QA standards are met.
- Ensure the advisor’s KPIs are met (daily/weekly/monthly).
- Manage difficult calls and escalation.
- Coordinate, as needed with all supporting functions to eliminate any problems affecting the operations.
- Monitor incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution.
- Coordinate daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors' efficiency with required SLA’s and occupancy targets.
- Communicate to WorkForce any changes to schedules or WorkForce levels on needed schedule changes.
- Ensure that end-user privacy policies are properly implemented.
- Adhere to the monitoring plan which is shared by the quality and perform all suggested action on time according to the plan.
- Conduct process improvement opportunities on all assigned teams to maximize efficiencies and quality in service delivery and provide value-added to clients.
- Train the new coming advisors and follow up with them through the onboarding.
Job Requirements
Bachelor's degree from a reputable college.
3-5 Years of related medical experience Call Center background is a must
Fluency in English
Effective skills to identify and analyze problems
Ability to maximize resources utilization
Problem Solver
Process Improvement
Decision Making
Leadership and team-building skills
Self-Motivated
Able to work under stress.
