| Job Location | As Salimiyah, Kuwait |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Medical Hospital |
| Functional Area | Not Mentioned |
JOB SUMMARYInspire and drive the Contact Center & Scheduling team at Lothans Hospital to consistently provide outstanding service to both internal and external clients, as well as patients. Skillfully oversee incoming calls, appointments, and grievances, ensuring a proficient and gratifying experience. Enhance operational protocols and uphold benchmarks of excellence to surpass customer anticipations.DUTIES & RESPONSIBILITIES1. Serve as an exemplary role model and lead the Contact Center team through exemplary guidance, fostering motivation to achieve targets. Cultivate collaborative, high-achieving teamwork with open communication and harmony.2. Develop customized scripts to adeptly address incoming calls, inquiries, questions, and appointment scheduling, ensuring a standardized and effective approach.3. Curate and maintain an extensive centralized knowledge base for the department, diligently incorporating all essential information required for addressing inquiries with precision.4. Uphold the security and accuracy of patient demographic and personal information within systems, implementing consistent checks to ensure unwavering reliability.5. Enforce high standards and guidelines to nurture a culture of improvement in Contact Center operations. Spotlight areas for process enhancement, introducing innovative techniques that surpass customer expectations.6. Monitor team performance comprehensively, offering constructive feedback, and implementing targeted coaching and/or training interventions to elevate team capabilities.7. Coordinate and conduct impactful training sessions, ensuring that the team remains well-versed in processes, procedures, tools, and the latest in customer service best practices.8. Regularly compile comprehensive reports encompassing contact center performance, customer feedback, and pertinent metrics for scrutiny by management.9. Uphold strict compliance with all relevant regulations, policies, and procedures pertaining to contact center operations and patient rights.10. Pursue efficiency and effectiveness in contact center operations through ongoing assessment and strategic enhancements, reflecting unwavering dedication to patient satisfaction and care.11. Assume direct responsibility for managing escalated calls, adeptly defusing tense situations, formulating effective solutions, and displaying proactive dedication to addressing concerns.12. Exhibiting leadership, undertake the proactive responsibility of directly addressing incoming calls, particularly during periods of heightened queue activity.13. Undertake any other related duties as directed by the Direct Manager, exhibiting adaptability and a comprehensive commitment to the role.
Keyskills :
© 2023 HireeJobsGulf All Rights Reserved
