Call Center Manager

Skills:
Team Leadership, Customer Experience, CRM Systems, Conflict Resolution, Process Optimization, Cross-Functional Collaboration,

The Call Center Manager will oversee the daily operations of the call center team at a physiotherapy rehabilitation center. This role involves managing staff, ensuring high-quality customer service, handling patient inquiries, scheduling appointments, and streamlining communication between patients and the center.

Primary Responsibilities

(Defines the prime focus areas of the job)

• Supervise and lead the call center team, ensuring effective and efficient handling of patient inquiries.
• Develop and implement call center processes and workflows to improve patient care and experience.
• Manage appointment scheduling and maintain accurate patient records.
• Monitor team performance through metrics like call handling time, resolution rate, and patient satisfaction.
• Provide training and coaching to call center staff to ensure high service standards.
• Address escalated issues or complaints from patients in a timely and professional manner.
• Collaborate with clinical staff to ensure smooth communication and patient management.
• Prepare reports on call center performance and identify areas for improvement.
  
  

Process weekly sales leads reports for submission to management

Conducting team meetings to provide updated company initiatives or relay company goals

Interviewing, hiring, and onboarding new call center staff members

• Provide coaching, training, and performance feedback to the team members
• Develop and implement strategies to improve patient satisfaction, first-call resolution, and call-handling efficiency
• Monitor and analyze key performance indicators (KPIs), identifying areas for improvement and implementing corrective actions
• Collaborate with the clinical staff to resolve patient complaints and concerns
• Ensure compliance with JOGO policies, procedures, and regulatory requirements
• Implement technology solutions to enhance call center operations and patient experience
• Foster a culture of excellence, accountability, and teamwork within the call center team
  
  

Specific Competency requirement

Patient care

Excellent communication & interpersonal skills

People management skills

Process orientation

Curiosity to learn and explore