
Team Lead
1 week ago
Job Description
The role of a Contact Center Supervisor at the hospital involves overseeing and coaching the Contact Center team to achieve performance targets. This includes enhancing overall quality, efficiency, and productivity through effective coaching and counseling.
Main Responsibilities
- Coach Contact Center team members on AKUH Contact Center System & Product knowledge.
- Respond to inbound calls and chats received at the Hospital Contact Center.
- Minimize shift leakages and daily shrinkage by utilizing complete login hours from each team member.
- Ensure appointment accuracy in OPMS from all team members as per given guidelines.
- Coordinate with all departments (Clinic Supervisors/Coordinators and Unit Receptionists).
- Conduct random calls evaluation (both live and recorded) for performance evaluation and coaching.
- Assist Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
- Ensure compliance with all HR & Contact Center Policies & Procedures.
Requirements
- Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
- Teamwork & team motivation skills.
- Coaching & counseling skills.
- Good knowledge of OPMS and AKUH Systems.
- Performance & KPIs management experience.
- Proficiency in MS Office (Word, Excel & PowerPoint).
- Reports Management & Data Analysis skills.
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