Client is a multi-speciality private hospital that treats patients visiting from around the world, in Colombo, Sri Lanka

Designation- Assistant Manager- Call Center

Key Requirements

• 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.

Key Duties and Responsibilities

• 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