Medical Call Center Supervisor (151681)
Information
Customer Service and Call Center | |
Entry Level (0-2 years) | |
Not specified |
Company
Not specified | |
FMCG | |
Heliopolis, Cairo, Egypt |
Description
- Act as a first line support between employees & the medical staff and medical providers
- Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
- Supervise resolving as many requests as possible on first call resolution and reducing the number of inquiries redirected to next level of support
- Prepare weekly & monthly analysis report about call center activities
- Provide an advisory service to employees ensuring that they are fully aware of their medical benefits
- Deliver services at the defined at the SLAs / KPIs and drive operational efficiency and continuous improvement
- Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs
- Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently
- Partner with team to execute plans to improve customer satisfaction with a focus on processes
- Manage escalation and take ownership for ultimate issue resolution
- Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
- Ensure knowledge management platform is updated
Requirements
- Maximum 2 years of experience in call center
- Experience in the medical field is a must
- Good English
- Excellent communication skills
Created on | 23 Jun 2020 |
Last updated on | 07 Sep 2020 |