Call Center Head

Purpose and Scope of the Job

Under the Supervision of Customer Service Manager, the Call Center Head will
supervise the call center supervisor & the staff in accordance with the
established hospital policy and procedure. The head of a call center is
responsible for the daily operations and management of the call center through
the effective use of resources. He has responsibility for meeting, and
possibly setting, customer service targets as well as planning areas of
improvement or development. Ensure that calls and emails are answered by staff
within agreed time scales and in an appropriate manner. And responsible to
coordinate and motivate call center staff and manage staff recruitment. Also
determines call center operational strategies by conducting needs assessments,
performance reviews, identifying and evaluating state-of-the-art technologies;
defining user requirements; establishing technical specifications, and
production, productivity, quality, and customer-service standards;
contributing information and analysis to organizational strategic plans and
reviews.

Main Duties and Responsibilities/Performance Standards

‎1

Prepares work schedules of supervisors and staff, assign personnel, evaluates
work performance and makes recommendations for personnel actions

‎2

Monitor answer all in-coming telephone calls and dispose of properly via
appropriate
transfer, taking down message or follow-up and return call

‎3

Responsible to survey patients response by telephone for each doctor

‎4

keep a record of the number of patients rescheduled for each doctor

‎5

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

‎6

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.

‎7

Accomplishes call center human resource objectives by recruiting, selecting,
orienting, training, assigning, coaching, counseling, and disciplining
employees; administering scheduling systems; communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions; planning
and reviewing compensation actions; enforcing policies and procedures.

‎8

Prepares call center performance reports by collecting, analyzing, and
summarizing data and trends.

‎9

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; participating in professional societies.

‎10

Accomplishes organization goals by accepting ownership for accomplishing new
and different requests; exploring opportunities to add value to job
accomplishments.

‎11

Ensuring all relevant communications, records and data are updated and
recorded.

‎12

Liaising with supervisors, team leaders, operatives and third parties to
gather information and resolve issues.

‎13

Monitoring random calls to improve quality, minimize errors and track
operative performance

‎14

Reviewing the performance of staff, identifying training needs and planning
training sessions

‎15

Recording statistics, user rates and the performance levels of the center and
preparing reports

‎16

Handling the most complex customer complaints or enquiries

‎17

Responsible to organize community events (birthdays, seminars, etc,.)

‎18

To monitor the call back task and report

‎19

Prepare Friday OPD clinic schedule.

‎20

Miscellaneous jobs as needed.