
Patient Access Coordinator
3 days ago
The Customer Service Supervisor will be responsible for:
- Monitoring and coaching the Contact Center team to ensure they meet performance targets.
- Providing exceptional customer service through inbound calls and chats.
- Minimizing shift leakages and daily shrinkage by optimizing CSR login hours.
- Ensuring appointment accuracy in OPMS from all CSRs.
- Conducting random calls evaluation for performance evaluation and coaching.
- Assisting Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
- Ensuring compliance with all HR & Contact Center Policies & Procedures.
- Assisting the Contact Center Manager with other tasks/projects.
Requirements:
- Contact Center Experience: Minimum 3 years of Contact Center experience as Agent, Team Leader or Team Coordinator (minimum 2 years with AKUH Contact Center).
- Teamwork and Motivation: Teamwork & team motivation skills.
- Coaching and Counselling: Coaching & counselling skills.
- System Knowledge: Good knowledge of OPMS and AKUH Systems.
- Performance Management: Performance & KPIs management experience.
- MS Office Proficiency: Proficiency in MS Office (Word, Excel & PowerPoint).
- Data Analysis: Reports Management & Data Analysis skills.
- Flexibility: Able to work in shifts and also on National Holidays.
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