ROLE PURPOSE:
To supervise & monitor call center agents in order to meet the customers requirement and exceed customers satisfaction by on-floor monitoring to assure that the agents will provide their highest productivity and efficiency.
KEY ACCOUNTABILITIES:
1. Schedule Adherence
• Ensuring that the Agents follow their schedules properly.
• Report any lack of adherence issues to the Call Center Manager.
• Schedule maintenance as change shift or change day off requests.
• Send continues feedback to the Call Center Manager about the preferred shifts to assure fairness and rotation.
2. Coaching & Quality
• Monitoring, organizing, and coaching his team on a day-to-day basis to improve performance and quality of the team.
• Looking constantly for development as well as continuous improvement for the entire team in any aspect will improve the quality of service.
• Creating sense of ownership within the employees and resolving employee issues.
• Ensure a healthy and professional environment.
3. Call Center daily operations and activities
• Monitor the daily operation and functionalities to assure highest level of efficiency and compliance.
• Support, the team on-floor.
• Handle angry members and support, resolve the complicated cases that the agents can’t handle.
• Negotiate cases with claims, pre-authorizations and other departments to resolve escalated cases.
• Complaints investigations.
• Follow-up on the sick leaves\unjustified leave and escalate to HR as required.
4. Shift Leading
• On-floor support, follow-up on the daily tasks and provide required support to the agents with all required to provide the required services.
• Inform Call Center Manager with any shortage or lack of commitment.
• Communicate with the no-show agents and check of the reason of not attending.
• Handle angry members.
• Handle calls escalated to Supervisors as per customer request.
5. People and Capability Building
• Ensure and facilitate goal setting; manage and constantly review individual performance.
• Provide regular feedback, coaching and development.
• Motivate, empower and enable direct reports by providing the necessary. tools and support required to achieve the organizational development objectives.
Job Details
| Date Posted: | 2015-04-06 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Other |
| Company Industry: | Healthcare, other |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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