Customer Experience Coach

15 hours ago


Karachi, Sindh, Pakistan beBeeCoaching Full time 4,800,000 - 7,200,000
Job Summary

As a key member of the Contact Center team, this role is responsible for coaching and guiding a team to achieve exceptional performance targets. The ideal candidate will provide vital support to the Coordinator in meeting departmental goals and serve as a vital communication channel between CSRs and Management.

Key Responsibilities:
  1. Provide expert coaching to the Contact Center team on AKUH Contact Center System & Product knowledge.
  2. Respond promptly and professionally to all inbound calls and chats received at the Hospital Contact Center.
  3. Minimize shift leakages and daily shrinkage by maximizing complete login hours from each CSR.
  4. Offer real-time support to CSRs during their shift.
  5. Ensure appointment accuracy in OPMS from all CSRs as per given guidelines.
  6. Collaborate closely with all departments (Clinic Supervisors / Coordinators and Unit Receptionists).
  7. Conduct regular calls evaluation (both live and recorded) for performance evaluation and coaching.
  8. Assist Contact Center Management in achieving hourly & daily Service Level and Drop Ratio targets.
  9. Ensure compliance with all HR & Contact Center Policies & Procedures by self and team.
  10. Support the Contact Center Manager with other tasks/projects.
  11. Ensure weekly and monthly KPIs are achieved for self and team.
  12. Support Coordinator / Manager Contact Center during monthly Root Cause Analysis and Training Need Analysis.


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