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Regional Call Center Manager

4 weeks ago

Kuwait City, Al Asimah Michael Page Full time

Description

* Manage, coach, and develop a team of customer service representatives to ensure high performance and morale.

* Establish clear goals and KPIs for the team; monitor progress and adjust strategies as necessary.

* Conduct regular training sessions to ensure the team is knowledgeable about hair transplant services, medicines, and best practices in customer service.

* Ensure timely and effective resolution of customer inquiries, complaints, and concerns related to medical services and products.

* Develop and implement customer service protocols that comply with medical industry regulations and best practices.

* Handle escalated calls and provide resolutions for complex or sensitive medical inquiries.

* Oversee the scheduling, staffing, and day-to-day management of the call center's operations to ensure optimal performance.

* Monitor call center metrics, including call volume, response time, first-call resolution, and customer satisfaction.

* Implement process improvements to enhance efficiency, reduce costs, and improve service quality.

* Motivate and inspire the sales team to achieve and exceed sales targets, fostering a positive, goal-oriented sales environment.

* Recognize and celebrate top performers, while offering support to those who may need additional coaching or assistance.

* Encourage collaboration and knowledge sharing across the team to improve overall sales effectiveness.

* Collaborate with the sales, marketing, and medical teams to ensure alignment of services and communication.

* Liaise with external vendors or partners to ensure effective service delivery.

* Provide feedback from customers to relevant departments for continuous improvement of services and products.

* Ensure the call center operations are compliant with relevant healthcare regulations (e.g., HIPAA, patient privacy laws, etc.).

* Maintain accurate records of customer interactions and provide regular reports on team performance, customer satisfaction, and issues raised.

* Prepare periodic performance reviews and reports for upper management.

* Utilize call center software and other technologies to streamline operations and improve team productivity.

* Continuously assess and upgrade technology and systems to meet growing demands and enhance customer experience.

Job Offer

* Salary of the equivalent of AED 30,000 - 35,000

* Medical insurance and flight tickets (extends to family if married)

Requirements:

* Minimum of 5 years in a call center environment, with at least 3 years in a leadership/managerial role.

* Experience in managing teams within the healthcare or medical industry, preferably with exposure to medical services such as hair transplant or pharmaceutical products.

* Strong leadership and people management skills.

* Excellent communication skills, both written and verbal.

* Deep understanding of healthcare-related services, patient needs, and medical compliance.

* Proficient in call center management software and Microsoft Office Suite.

* Ability to handle sensitive medical and patient information with confidentiality and integrity

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