Customer Service Supervisor

3 days ago


Karachi, Sindh, Pakistan Aga Khan University Full time
Job Overview

Aga Khan University Hospital's Contact Center is responsible for providing comprehensive patient services. We are seeking a skilled Customer Service Supervisor to join our team.

The successful candidate will be responsible for monitoring and coaching the Contact Center team, ensuring they achieve performance targets and provide exceptional customer service.

Main Responsibilities:

  1. Coaching and Development: Coach the Contact Center team on AKUH Contact Center System & Product knowledge.
  2. Communication: Answer all inbound calls and chats received at the Hospital Contact Center.
  3. Performance Management: Minimize shift leakages and daily shrinkage by utilizing complete login hours from each CSR.
  4. Query Resolution: Respond to live queries of CSRs during their shift.
  5. Appointment Accuracy: Ensure appointment accuracy in OPMS from all CSRs as per given guidelines.
  6. Coordination: Strong coordination with all departments (Clinic Supervisors / Coordinators and Unit Receptionists).
  7. Performance Evaluation: Conduct random calls evaluation (both live and recorded) for performance evaluation and coaching.
  8. Target Achievement: Assist Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
  9. Policies and Procedures: Ensure compliance with all HR & Contact Center Policies & Procedures by himself & team.
  10. Assistance: Assist the Contact Center Manager with other tasks/projects.
  11. KPI Achievement: Ensure weekly and monthly KPIs are achieved for self and team.
  12. Root Cause Analysis: Assist Coordinator / Manager Contact Center during monthly Root Cause Analysis and Training Need Analysis.
  13. Shift Duties: Perform 8.5 hours shift duties 6 days a week including national holidays and perform overtime if required.

Requirements:

  1. Contact Center Experience: Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
  2. Teamwork and Motivation: Teamwork & team motivation skills.
  3. Coaching and Counselling: Coaching & counselling skills.
  4. System Knowledge: Good knowledge of OPMS and AKUH Systems.
  5. Performance Management: Performance & KPIs management experience.
  6. MS Office Proficiency: Proficiency in MS Office (Word, Excel & PowerPoint).
  7. Data Analysis: Reports Management & Data Analysis skills.
  8. Flexibility: Able to work in shifts and also on National Holidays.


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