drjobs
HEAD - CALL CENTER
drjobs HEAD - CALL CENTER
drjobs 3 - 0 years
drjobs KWD 1 - 100
drjobs 1 Vacancy
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Job Description

Req ID : 1768558
  • Prepares work schedules of supervisors and staff, assign personnel, evaluates work performance and makes recommendations for personnel actions
  • Monitor answer all in-coming telephone calls and dispose of properly via appropriate
  • transfer, taking down message or follow-up and return call
  • Responsible to survey patients response by telephone for each doctor
  • keep a record of the number of patients rescheduled for each doctor
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Department / Functional Area

Helpdesk / Customer Service / Telecalling

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