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Job Description
- Plan and implement call center strategy and determine targets for the call center representatives to ensure that the business goals are met.
- Maintain the KPI’s standards for the call center team to monitor their performance.
- Train and coach the call center representatives to handle & respond the customer inquiries & complaints and troubleshoot problems with services or products in order to provide excellent services to our clients.
- Manage performance through the KPI’s system such as “call interruptions, calls waiting, etc…” to achieve the maximum performance.
- Train the employees to be updated with the call center standards and procedures and to cultivate their knowledge and skills.
- Handle the difficult calls or give medical guidance to team in order to achieve customer satisfaction.
- Support agents after training by monitoring and evaluating agents’ performance and take corrective action, if necessary to ensure that they understand and meet expectations
- Monitor the agents calls by taking a randomly check “ weekly/ Monthly” and give a feedback to his team to provide excellent services to our clients
Job Requirements
- Bachelor degree in pharmacy or any related field.
- +5 years of experience in call center pharmacist field.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Excellent communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
