Call Center Performance Optimization Specialist

2 days ago


Kuwait City, Al Asimah Client of Michael Page Full time
About Us

We are a leading provider of medical services, and we are seeking a highly experienced Call Center Performance Optimization Specialist to join our team. As a key member of our organization, you will be responsible for maintaining accurate records of customer interactions and providing regular reports on team performance, customer satisfaction, and issues raised.

The ideal candidate will have a strong background in call center management, with experience in handling sensitive medical and patient information with confidentiality and integrity. You will work closely with the sales, marketing, and medical teams to ensure alignment of services and communication.

Key Responsibilities:

  • 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.

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 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.

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