Call Center Supervisor

Main Duties

• Develop objectives for the call center’s day-to-day activities
  


• Conduct effective resource planning to maximize the productivity of resources
  


• Collect and analyze call-center statistics
  


• Assume responsibility of budgeting and tracking expenses
  


• Hire, coach and provide training to personnel to maintain high customer service standards
  


• Develop lasting relationships with customers
  


• To have a proactive approach in resolving customer complaints
  


• Leads the team and plays as a role model for others
  


• Monitor and improve ordering, telephone handling and other procedures
  


• Evaluate performance with key metrics
  


• Prepare reports for different departments or upper management
  

Responsibilities

The Customer Care Service Manager’s role involves planning, organizing, and developing of the overall operation of the customer service department in accordance with organizational standards
Must ensure the highest degree of customer service levels is maintained at all times to achieve the KPIs
To promote the mission and philosophy of the hospital by acting in a caring, courteous, and confidential manner towards, and with patients, visitors, colleagues and staff, and by performing the assigned duties and responsibilities according to the expected standards in order to fully meet patient care needs.