Job Description

The Call Center Manager will be responsible for managing and overseeing the daily operations of the call center, ensuring excellent patient service, and optimizing call center performance. The role involves coordinating with medical and administrative teams, implementing call handling protocols, and managing a team of call center agents. The ideal candidate should have a strong background in managing call centers, preferably in a healthcare setting.

Key Responsibilities

• Manage day-to-day operations of the call center to ensure efficient handling of patient inquiries, appointments, and complaints.
• Supervise, coach, and mentor call center agents to meet performance and service goals.
• Develop and implement policies and procedures to enhance patient experience and ensure compliance with medical center standards.
• Monitor call center metrics such as response times, call resolution rates, and patient satisfaction scores, and provide reports to senior management.
• Implement staff training programs to ensure high levels of service quality and consistency.
• Handle escalated patient concerns or issues and ensure their prompt resolution.
• Utilize call center software systems to track call volumes, appointment bookings, and other key performance indicators
• Continuously analyze and improve call center processes to enhance efficiency and effectiveness.
• Ensure compliance with data protection and privacy regulations related to patient information

send your cv directly by mail to Sherif_eldeeb_2004@yahoo.com

Or WhatsApp : +971 50 940 9593

Job Type: Full-time