Assistant Manager - Call Centre

Durdans Hospital
18 days ago
2 Applied
Expires on: Oct 11 2022

Ref. No 00001077


Entry Requirements

Minimum Entry Qualifications:

  • Diploma or degree in related field or equivalent professional qualification.
  • Excellent verbal communication in English and Sinhala languages, Tamil and any other language will be an added advantage.
  • Minimum 3 years’ experience in similar capacity.
  • Should be computer literate.
  • Hands-on experience with supervising all tasks involved in running a call centre.
  • Opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
  • Exposure to the field of customer service and all its facets.
  • Analyse call centre data and prepare reports as required for the management.
  • Prepare work schedules to ensure sufficient coverage in the call centre.
  • Manage and oversee the preparation of a balanced roster and ensure that the call center is fully staffed at all times and backup personnel are provided for any absences.
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Developing objectives for the call centre’s day-to-day activities.
  • Develop monthly, quarterly and annual call centre goals and action plans.
  • Collecting and analysing call-centre statistics. (sales rates, costs, customer service metrics etc.)
  • Evaluate staff effectiveness weekly, monthly, quarterly, annually or when required and monitor the performance of all agents.
  • Lead team meetings and discuss the individual and team target (KPIs) to be achieved for all agents.
  • Monitor and increase numbers of pencil bookings and channeling numbers for general channeling & cardiac channeling.
  • Utilize the call center function and maximum operator function only for internal calls.
  • Decrease the number of internal callers by educating the staff on the extension numbers.
  • Professionally manage and rectify any and all network issues, system upgrade, etc. with the service providers (Metropolitan, SLT) and ICT Department.
  • Prepare training schedules for newly joined agents and ensure all agents are thoroughly knowledgeable of all aspects with regard to the hospital services.
  • Be the first contact resolution and attend to customer feedback with the Manager - Customer Relations.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
  • Assess performance with metrics such as agent performance, call waiting times, calls missed, etc.
Customer service
Analytical Thinking
Resource Planning
Industry Sector