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Job Description
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- Proven experience as call center manager or similar position
- Pharmacist is a must
- Not less than 2-3 years’
- Experience in a Pharmacy/ Call Center/ Customer services environment, TPA, Hospitals or Medical Centers exposure a plus
- Thorough knowledge of MS Office applications
- Management skills
- Strong organizing and planning skills to work independently with efficiency and accuracy
- A proven track record of customer service success
- Requires tact and discretion in dealing with and handling confidential information
- Decisive, good decision-making skills, able to escalate response to situations when relevant