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Call Center Supervisor - Healthcare (Cebu-based)

Managerial / Supervisory
With Business Certificates
Established in 2013
51-200 Employees
Ayala Center Cebu, Bohol Street, Cebu Business Park, Cebu City, Lahug, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: January 7, 2022
Job ID: 394476

Details

The Call Center Supervisor assists in overseeing daily operations of the assigned Call Center site. The Call Center Supervisor serves as a lead in the practice for staff and patient matters with a heavy focus on Patient Scheduling and Patient Experience. The Call Center Supervisor ensures that policies and procedures are implemented promptly and efficiently and that Quality Control is kept. He/she works collaboratively with the US management team to ensure the practice meets overall performance and satisfaction expectations in order achieve an excellent patient experience.

 

DUTIES AND RESPONSIBILITIES:

  • Accomplishes teams’ objectives by supervising staff and organizing and monitoring work processes

  • Assists US management team in the oversight of the daily operations

  • Ensures Call Center office operates efficiently

  • Mentoring the team and conducting trainings when required Completes operations by developing schedules, assigning, and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.

  • Evaluate strengths and weaknesses of staff in order to foster a positive working environment which includes:

  • Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies

  • Preparing monthly reports for the stakeholders

REQUIREMENTS:

  • 5+ years of Leadership experience of a large INBOUND call center

  • Must be well versed in call center metrics and development KPI to track call center team. Ideal candidate will have implemented call center dashboard

  • Bachelor’s Degree business, healthcare administration, or a related field is preferred

  • Advanced Microsoft Office knowledge including Excel, Powerpoint, and Teams

  • Call Center experience in healthcare related industry is a positive but not required

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