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Position Overview:The Call Centre Manager will assist in establishing call centre objectives, provide agents withopportunities to expand their knowledge of services, products, and troubleshootingtechniques, analyze call centre data, and focus on improving performance and processes in aneffort to better support customers.Responsibilities:Lead the digital transformation of the call center, focusing on implementing innovative booking systems and self-service options for patients.Hiring, training, coaching, and leading call centre representatives as they providesupport for customers.Answering representative’s questions, guiding them through difficult calls or issues,diffusing angry customers, or handling issues that cannot be fielded byrepresentativesAnalyze current call center operations and identify opportunities for digital enhancements and efficiencies.Develop and manage a roadmap for digital call center initiatives, including patient self-service portals, online booking tools, and AI-powered assistance.Work closely with IT, software vendors, and other stakeholders to select, customize, and implement digital call center solutions.Monitor and report on the performance of call center initiatives, adjusting strategies as needed to improve patient satisfaction and operational efficiency.Assisting other management team members in identifying trends and establishing call centre goals.Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Preparing reports and analyzing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.Authorizing replacements or refunds. • Taking on other tasks or projects to support employees, other managers, and call centre operations.Qualifications:Bachelors Degree holderProficient in relevant computer application.2-3 years of experience in a healthcare call center environment, preferredKnowledge of customer service practices and principlesExcellent data entry and typing skillsSuperior listening, verbal, and written communication skillsAbility to handle stressful situation appropriatelyProficient in English, Arabic (preferable)
