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Contact Center Supervisor

1.00 to 10.00 Years   Al Kuwait, Kuwait   18 Aug, 2022
SOS HR Solutions
1 Jobs Openings
Job LocationAl Kuwait, Kuwait
EducationNot Mentioned
SalaryNot Mentioned
IndustryHuman Resources Outsourcing; Medical Hospital; Telecommunications
Functional AreaNot Mentioned

Job Description

Responsible for training & guiding call center staff in performing their duties; providing support, reports & resolves problems and complaints; developing schedules to ensure adequate staffing levels as well as organizing & supervising the day-to-day activities related to the operation of the Call Centre which include but not limited to:? Answering inquiries and questions of patients;? Making/rescheduling appointments;? Directing complaints to the concerned departments within Company and ensuring high customer satisfaction;? Ensuring that the Call Centre filing system is up-to-date; and? Preparing work schedules, expediting workflow, and making necessary changes in staff shifts.Key Roles and Responsibilities

  • Implement the department?s policies and set processes and ensure adherence to the regulatory policies in order to achieve the department?s objectives.
  • Monitor service calls and observe Call Centre Staff demeanor, technical accuracy, and conformity to company policies
  • Act as a source of information and answer Call Centre Staff questions, assign tasks, follow up and give instructions as necessary.
  • Perform other duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc.
  • Perform other duties related to the job as assigned by the Direct Manager.
  • Coordinate with IT in maintaining the correct recorded announcement menus and make changes as necessary based on the time of day, day of the week, or holidays.
  • Coordinate with the Customer Service Manager for all received complaints through the call center and follow up to resolve these complaints with the customers and obtain their satisfaction
  • Conduct annual performance appraisals of subordinates to review their performance during the performance period.
  • Ensure training & development initiatives of subordinates are successfully delivered and provide feedback to the direct manager
  • Prepare and submit progress reports that cover Contact Center activities for the Direct Manager, as requested.
  • Prepare reports related to Contact Center activities such as statistical information about patient enrolment, patients? complaints, site visits, monthly status reports, etc. and submit them to the Direct Manager.

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