Customer Service Supervisor

Requisition ID 944- Posted -  Customer Service / Security

Under the Supervision, the Call Center Supervisor will supervises the call center staff in in accordance with the established clinic policy and procedure. Will also monitor phone calls, takes down messages, schedule phone appointments externally. Performs miscellaneous duties as related to job.

Main Duties and Responsibilities/Performance Standards

1

Prepares work schedules, assign personnel, evaluates work performance and makes recommendations for personnel actions

2

Monitor answer all in-coming telephone calls and dispose of properly via appropriate transfer, taking down message or follow-up and return call

3

Responsible that all route all calls to and from the center.

4

Verified all routinely checks the queue to monitor calls holding

5

Responsible to monitor and arrange schedules 2 days ahead to confirm all appointments by telephone.

6

Inform the doctor with instruction by the Reception Manager the scheduling appointments and distribute change of physician schedule information; appropriately document the change and reschedule patients as indicated.

7

Responsible to monitoring all schedules for errors or overbooking

8

Responsible to organize the call or send letters to patients that have missed their appointment

9

Prepare a weekly or 2-weekly doctor’s schedule to be distributed to all offices

10

Responsible to survey patients response by telephone for each doctor

11

Arrange and Monitor a keep a record of the number of patients rescheduled for each doctor

12

Provide weekly and or monthly send a report on appointment availability to the doctors meeting

13

Attend and participates in development programs

14

Participates in workshops and programs

15

Maintain certification where applicable and continue to improve skills

16

Prepares work schedules, assign personnel, evaluates work performance and makes recommendations for personnel actions

17

Monitor answer all in-coming telephone calls and dispose of properly via appropriate transfer, taking down message or follow-up and return call

18

Cross train to other positions as needed

Qualifications, Competences and Skills

Education

Bachelor Degree in any course

Experience

4 years’ experience directly related to the duties and responsibilities specified.

Licensure

Not Applicable

Language

High proficiency in Arabic and English Languages.

Performance Competencies

1

Strong communication, listening and interpersonal skills.

2

Ability to interact and communicate with people, often in stressful situations.

3

Skill in the use of personal computers and related software applications.

4

Ability to analyze and solve problems.

5

Knowledge of planning and scheduling techniques.

6

High skills in public relations and customer service