Call Center Supervisor

The Call center Supervisor is responsible for supervise the smooth delivery of High Quality call center services rendered to patients through follow up outcomes with the Team leaders Operationally and Technically to ensure that calls and emails are answered /performed by staff within agreed time scales and in an appropriate manner.

He is directly involved in Liaise with call center manager and quality control to oversee the efficiency and quality of all call center activities.

Key Responsibilities 

Planning & Monitoring Process

• Cascade down operational plan &call center objectives to team leaders.
• Manage & follow up daily with operation process.
• Escalate hot issues to Call Center Section Head Or Deputy Call Center Manager with recommendations to handle it.
• Solve difficult Problems by studying, evaluating, re-designing processes and service metrics, while monitoring and analyzing results; in order to implement constructive changes.
• Maintain and install equipment; by developing preventive maintenance programs; calling for repairs and upgrades.
• Assist in meeting the financial objectives by liaise with Call center manager in estimating requirements; scheduling expenditures; analyzing variances and initiating corrective actions.
• Ensure advising clients on products and services available; using the doctors expertise presence in the team
• Liaise- when delegated - with team leaders, operatives, OPD coordinators and front desk agents to gather information and resolve issues.
• Ensure that all relevant communications, records and data are updated and recorded
• Manage regular random quality assurance checks, and ensure emergency calls over the clock.
• Ensure monitoring Call center calls to improve quality, minimize errors and track operative performance.

Operational  Excellence Process 

• Supervise, monitor &analyze team leaders’ daily activities in order to implement changes and increase both sales and customer satisfaction.
• Revise schedule to and maintains appropriate staffing levels including shift patterns and the number of staff required to meet demand.
• Supervise on the functions in bound/out bound and cold and warm sales calls with team leaders.
• Ensure performing operationally customer service surveys.
• Review the performance of each Team leader at the departmental objectives discussion appraisal
• Provide call center personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
• Lead - when needed -One to one meeting with low performance team leaders and agents.

Customer Satisfaction Process 

• Ensures that customers receive the quickest service possible.
• Continuous enhancement & Generation of cross-channel customer communications.
• Build trusting relationships with clients and protect the brand by maintaining a positive image.
• Determine a course of action to resolve customer problems.
• Review customer evaluations to service that represent work and looks for areas that need improvement.

Innovation Process 

• Identify opportunities to add value beyond taking the call to relevant business areas (e.g., sales, marketing, product development, etc.)
• Assess in facilitate automated system to Maintain database of customers for follow up.
• Identify new opportunities to grow the customer base and build positive relationships with clients.
• Provide proactively ideas and insights to improve the customer’s issues handling with guidance to staff in handling difficult or complex issues or problems so they can be resolved effectively and efficiently