Medical Call Center Supervisor
Maadi, CairoPosted 4 years ago162Applicants for1 open position
- 13Viewed
- 1In Consideration
- 0Not Selected
Job Details
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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 degree in Medicine is A Must
- Ability to coach, train, and motivate employees and evaluate their performance.
- Not less than 3 years of experience in Medical Call Center field
- high leadership and communication Skills
- Excellent command of English
