CORPORATE CONTACT CENTER MANAGER
MAGRABI Hospitals & Centers
Total years of experience :26 years, 1 Months
• Responsible on all MAGARABI Corporate Contact Centers in Saudi Arabia regions (24 branches) & Middle East Hospitals and centers (Egypt, UAE, & Qatar).
• Designed & implemented the full plan of the set-up of MAGRABI centralization for KSA contact centers in all regions.
• Develop and implement best practice, protocols, KPIs, policies, and procedures based on clinical guidelines.
• Accountable for demonstrating the qualities outlined in the “Customer Service Standards of Excellence” program when interacting with patients.
• Monitor and report patient call volumes and access to telephone services and improve the overall booking appointments through the Omnichannel tools we are using in the contact centers.
• Assure that excellent customer service is provided by the Corporate Contact all Center Departments.
• Collaborate with other Departments Managers and Directors, including Patient Access Managers, Medical Team Leaders, Clinical Operations Leaders, and Providers to ensure efficient workflow and patient access processes.
• Manage the appointment system HMIS and rets of contact center functions to actively monitor patient appointment needs in the future.
• Develop policies and procedures and implement process improvements that ensure efficient workflow processes.
• Assure that work assignments and staff schedules are distributed in a manner to support the clinical care teams.
• Assure that the Contact Center Department is in compliance with all standards, including Hospitals & Clinics policies and procedures.
• Develop team and conduct training and annual competency testing/training to ensure a high level of knowledge and quality of the vitals monitoring program.
Provides strategic leadership for 25 local & international contact center's projects through outsourcing business with combined staff of more than 100 professionals (Agents, Team leaders, Supervisors, Quality, trainers, IT engineers & HR) throughout the Saudi Arabia regions and GCC.
•Provide profit forecasting, scheduling, and budget management
•Monitors and analyzes Key Performance Indicators (KPIs), identifies challenges, trends, and Inefficiencies in performance, and writes targeted quality assurance and training curriculums.
•Optimized Return on Investment (ROI) by closely managing all KPIs and translating close ratios into sales and profitability forecasts.
•Created and implemented a financial restructuring strategy, establishing profit and loss tracking
•Instituted a workforce management (WFM) team and to enable accurate forecasting and planning, predictive scheduling and real-time management.
•Excellent experience in managing big projects (successful projects such as
Managing 100 seat 24/7call center having two sites, with a monthly call volume of 120k inbound.
•Involved in call center technology included evaluating, recommending and project managing for implementation of new tools.
•Ensuring the call center team achieves and maintains key performance targets and SLA's.
•Providing Call Center Consultancy services for Dubai Naturalization & Residency Department top management.
•Manage the relationships with internal departments and DATEL'S Clients for the success of the campaign/project.
Supervision of Call evaluations done by Quality Assurance team.
•Queue Management
• Supervise & Assist agents
• MIS reports preparing
• Monitoring KPI's of Team
•Agent Productivity Tabulation
Information support to HSBC “MEFCO” customers related to all aspects of hire purchase, car loans & asset finance.
•Information support regarding eligibility criteria, time requirements & documentation required for a Hire Purchase loan.
•Customer support regarding outstanding balances, settlements, transfers & other loan related issues.
•Lead generation & forwarding leads to sales promotion officers from customer inquiries.
•Promote cross sales of “HSBC” products.
Organize meetings & plan out advertising campaign for products as a coordinator for different events & programs for the company.
•Coordination of coverage, advertising slots & other administrative issues with various media organizations
Key person in charge of issuance of insurance policies to customers.
• Additional responsibility of control production & collection process.
BUSINESS ADMINISTRATION