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Call Center Manager

Hands of Hope Physical Therapy & Wellness
Maadi, Cairo
Posted 1 year ago
90Applicants for1 open position
  • 13Viewed
  • 2In Consideration
  • 0Not Selected
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Job Details

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Job Description

Hands of Hope is a Physical Therapy & Wellness hub, currently running 9 active locations in New York and around the state, strive to reinvigorate Physical Therapy adapting the latest technology in treatment and healthcare industry giving the best quality of care assisting our patients in their recovery journey and help them get back to their normal life faster.

We are looking for a customer-oriented and sales numbers-focused Call Center Manager to participate in establishing our call center in Egypt, for the purpose of improving customer success, managing patient appointment scheduling and bookings, and oversee the call center team activities. The candidate must possess the sufficient technical knowledge of establishing world class call center operations, from equipment, systems used (CRM, phone systems, ticketing systems, systems integrations, connectivity, etc.), hiring and training the right calibers to carry on with successful operations.

Responsibilities:

  • Design customer support experience through various channels that meet customer satisfaction standards and business needs.
  • Compare different CRM, systems, tools, that would be of best use according to the industry and work dynamics.
  • Responsible for team achievement of targets and KPIS, as well as in-bound lead conversions from our online and offline channels, and ensure patients arrival to their scheduled appointments.
  • Efficient reporting and alignment of daily activities to management.
  • Ensure sufficient follow-ups, and setting regular reminders for patients appointments.
  • Devise effective workflow and strategies and implement them to minimize the number of patient cancellations and no-shows.
  • Participate in building a call center operation from scratch, for in-house and BPO goals.
  • Create soft skills, technical skills training material; as well as, receive training from new accounts to deliver to team.
  • Train and coach, the US team and US team on CS standards and required skills to ensure compliance of all teams, and having a unified, consistent customer experience.
  • Create annual and quarterly plans for the department.
  • Oversee day to day multi-teams’ performance (chats/calls/tickets either live or saved) and workflow ensuring SLAs and targets are met.
  • Investigate and resolve customer complaints and queries – particularly the escalated cases.
  • Continuously support Customer Care team providing knowledge and solutions, monitor the performance and craft tailored development plans for each team member.
  • Manage different teams that are assigned for different accounts, with different modules.
  • Monitor quality assurance and lead process improvement and optimization.
  • Monitor adherence and conformance to shifts and schedules.
  • Work on having effective training in place, for existing and new representatives.
  • Carry out customer satisfaction surveys, and initiatives.
  • Ensure a regular flow of patients into all of our clinics, managing new bookings, reschedules, and follow-up appointments.
  • Record and maintain a customer database with all required data, ensuring input accuracy.
  • Create in-depth analysis out of generated customer feedback and behavior.
  • Responsible for increasing customer retention rates.

Job Requirements

  • Minimum 8 years of experience in a US call center and BPO environment.
  • Minimum 5 years of experience as a Call Center Manager working on US accounts.
  • Fluency in English is a must!
  • Strong training, coaching and people-development skills.
  • Strong number analytics skills.
  • Background in appointment scheduling and patient bookings in the healthcare industry is a plus.
  • Able to work from 3pm to 11pm (With flexibility in shifts as it may vary depending on business needs)
  • Bachelor’s Degree in business administration or relevant discipline.
  • Must be able to increase lead conversion rates & increase new customer bookings as per set targets.
  • Must be able to successfully manage multiple US accounts at the same time and allocate the needed resources to maintain a high quality of work and ensure quality and performance in all accounts.
  • Must be able to lead the team to achieve and exceed targets and KPIs.
  • Build a strong customer service team while increasing sales numbers.
  • Technical experience with call center systems, CRM and call center operation optimization tools is a must.

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