HEAD-CALL CENTER – Mowasat Hospital – Salmiya – Kuwait

The Head of Call Center supervises the Call Center functions in accordance with Hospital policy. Supervises the daily operational duties of the unit and ensures its smooth functioning; oversees operations, schedules staff and redresses grievances.

Personnel Management & Training
Prepares work schedules and assigns personnel to ensure uninterrupted unit service; organizes staffing, shift patterns and the number of staff required to meet the demand.
Evaluates staff work performance and makes recommendations for personnel actions.
Monitors the volume of work inflow, assigns staff flexibly to areas of need and updates the CSM regarding areas of concern.
Supports new staff; provides proper training and orientation.
Undertakes training and reviews of newly appointed staff; ensures that the staff has full understanding of the tasks required of them.
Undertakes coaching, remedial training and other development activities with staff to support optimal performance.
Improves team performance by raising efficiency; implements new tasks, as required, in consultation with the CSM and provides training to the concerned staff.

Operational duties
Maintains established departmental policies & procedures, objectives, quality assurance program, monthly schedules, leave planner and safety environmental.
Maintains and fosters effective customer services with the callers.
Maintains Department records, reports and files as required.
Ensures maintenance of department equipment and supplies.
Assists in the development of departmental budgets.
Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
Attends meetings as required.
Daily staff wise performance output must be measured and reported to the operations manager.
a. Agent wise received calls
b. Agent wise calls outcome
c. Agent wise bookings
d. Agent wise call durations and average call duration
e. Hours wise received calls log to monitor the peak hours
f. Ensure that this report is submitted to the manager on a daily basis.
Monitor each team member’s performance and works on reaching zero abandoned calls.
Outbound calls are professionally managed and all the applicable promotions are properly sold
a. Agent wise outbound calls outcome
Ensure that all the callers are properly served with quality information and respected.
Ensure all the live chats are addressed on time and the patients are satisfied.
Ensure that all the whatsApp communications are answered on time and the patients are satisfied.
Ensure that all the existing log books are properly maintained.
Works closely with the external company on the implementation of AMEYO successfully in NMH in coordination with operations team.
Log in and take calls when not busy with the admin work.
Performs other related duties as assigned by Manager- Operations.
Create & Review Agents call script for each doctor and department.
Coordinate with marketing department for each new doctor or new service campaign to insure all the required information is given to call center agents .

Education : Bachelor Degree from an accredited university with related technical training (Medical Terminology course & Customer Service course).

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