Regional Call Center Manager
2 weeks ago
- 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.
- 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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