Call Center Supervisor
REPORTS TO : Assistant Director Front Office
Responsible for the daily running and management the American Hospital Dubai’s Call Centre through the effective use of resources with responsibility for proposing to management, meeting and exceeding customer service targets as well as planning areas of improvement or development.
The Call Centre Supervisor ensures that all calls are answered by employees with agreed and standard time scales and in an appropriate manner.
The position is also responsible for reviewing and implementing Call Centre policies and procedures in line with American hospital’s Vision and Mission.
The end goal is to serve the patients through the delivery of a high standard, efficient patient service which portrays the hospital in the best possible way.
DUTIES AND RESPONSIBILITIES :
Ensure attendance by Call Center Staff at Hospital and Clinic based in-services or other educational events as required.
Responsible for the development of and active participation in unit Performance Improvement Projects annually.
Actively participates in Hospital / Department wide performance improvement activities.
Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
Ensure department employees licenses, CPD and Mandatory Training is maintained as per Hospital and DHA requirements.
Promotes incident, customer complaint and patient satisfaction survey reporting to improve patient and family care.
Review all / any incidents, occurrences, near misses and complaints within the department and report findings as per the Hospital Policy.
Develops and monitors quotas for service volumes and timeliness.
Develops measurable goals for designated area. Implement and evaluates new and creative approaches to meeting goals.
Creates and supports an environment which fosters teamwork, cooperation and respect for cultural diversity.
Ensures 100% attendance for staff at mandatory in-service.
Ensures 100% completion of departmental and unit specific competencies, and continues education program.
Ensures 100% of new staff completes a planned, documented departmental orientation.
Supports, enforces and interprets hospital and departmental policies and procedures to staff.
Promotes interdisciplinary collaboration with outcomes aimed at the best interest of patients.
Ensures ongoing individual performance appraisals are objectively completed for staff members against set criteria. Assists with action plans arising from these appraisals as necessary.
Provides clear feedback to team members in a manner that is conductive to maintaining and improving performance. Counsels and / or disciplines staff when appropriate.
Promotes the effective orientation, precepting and support new staff. Provides a welcoming work environment for new staff and ensures appropriate preceptors are made available to assist with orientation.
Monitors and tracks individual progress.
Bachelor’s Degree in Communications or other relevant discipline from a recognized educational institution.
Diploma or other educational certificate in Call Centre Management / Operation preferred.
PROFESSIONAL EXPERIENCE :
At least Five (5) years call centre experience with a minimum of two (2) years as an Assistant Manager / Supervisor, preferably within a medical environment
Experienced in the use and troubleshooting of computerized telephonic systems
Significant exposure to Customer Excellence Programme methodologies
Excellent oral, written and comprehension of the English Language essential
Ability to converse effectively in the Arabic Language preferred
Computer literacy, including M S Office skills required
Experience in and understanding of JCIA protocols and procedures required
Note : Only shortlisted applicants will be contacted.