Contact Center and Patients Ambassadors Supervisor
Nation Hospital
Total years of experience :12 years, 8 Months
- Forecasting the needed number of call center agents and the number of Patient ambassadors to cover the day calls and patients number.
- Establishing new call center structure with new tools.
- Live Monitoring the team performance and the calls queue.
- Evaluating the call center agents performance and calls quality.
- Training the call center agents and the patient ambassadors on patients services techniques.
- Evaluating the patients ambassadors performance.
- One to one coaching on a weekly basis.
- Applying new strategies and methods to compete the market.
. Leading 3 teams including the Call Center, Customer Success and Technical support.
• Forecasting the needed number of employees to cover the business needs.
• Training the teams on Customer Service and Customer Success strategies.
• Following up with the clients.
• Managing the store and dealing with providers.
• Searching about new tools to ease the operations.
• Establishing the call center structure.
• Evaluating the team and the individual performance.
• Managing 5 Projects at the same time.
• Communicating with the clients and achieving their KPIs.
• Scheduling and forecasting the teams to cover the peak hours.
• Training the teams on customer service techniques and the product info.
• Evaluate teams performance on monthly basis included their quality performance.
• Coaching the team members one to one.
• Initiating the Calls Quality evaluation forms based on the client's requirement.
- Managing 40 Call Center Agents working on all communication channels. Inbound, Outbound, Emails and Chat.
- Scheduling and Forecasting team members to cover the traffic on all channels.
- Training teams on the customer services techniques and How to sell our products.
- Setting KPIs.
- Achieving the KPIs.
- Daily, Weekly and Monthly performance reports.
- Covering the shortage.
- Listening to the calls and evaluating the chat and emails replies and evaluating the quality.
:
