Call Center Unit Head

Propose and Scope of the job:
Under the supervision of the Customer Service Manager, the call center head
will supervise the call center supervisor and staff in accordance with
applicable hospital policy and procedures. The call center head is responsible
for the day-to-day operations and management of the call center through the
efficient use of resources. He is responsible for meeting, and possibly
setting, customer service objectives as well as planning areas for improvement
or development. Ensure that calls and emails are answered by employees within
agreed time ranges and in an appropriate manner. Responsible for coordinating
and motivating call center staff and managing staff recruitment. Also defines
call center operating strategies by conducting needs assessments and
performance reviews and identifying and evaluating the latest technology;
determining user requirements; Setting technical specifications, production
standards, productivity, quality and customer service. Contribute information
and analysis to reviews and organizational strategic plans.

Main Duties and Responsibilities/Performance Standards:
* Prepares work schedules of supervisors and staff, assign personnel, and evaluates work performance and makes recommendations for personnel actions.
* Monitor answer all in-coming telephone calls and dispose of properly via appropriate transfer, taking down message or follow-up and return call.
* Responsible to survey patients response by telephone for each doctor
* Keep a record of the number of patient rescheduled for each doctor,
* Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
* Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering ‎7 scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
* Maintains professional and technical knowledge by tracking emerging trends in call center operations management; Attending educational workshops. Reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; Participation in professional societies.
* Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishment.
* Ensuring all relevant communications, records and data are updated and recorded.
* Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
* Monitoring random calls to improve quality, minimize errors, and track operative performance.
* Reviewing the performance of staff, identifying training needs and planning training Session.
* Recording statistics, user rates, and the performance levels of the center and preparing report.
* Handling the most complex customer complaints or inquiries
* Responsible for organizing community events (birthdays, Seminars, etc.)
* To monitor the call back task and report
* Prepare the Friday outpatient clinic schedule.
* Miscellaneous jobs as needed.