Would you like to join an international team working to improve the future of
healthcare? Do you want to enhance the lives of millions of people? Grifols is
a global healthcare company that since ‎1909 has been working to improve the
health and well-being of people around the world. We are leaders in plasma-
derived medicines and transfusion medicine and develop, produce and market
innovative medicines, solutions and services in more than ‎110 countries and
regions.

Job objective
The Call Center Supervisor is responsible for the performance, productivity,
and quality of the Call Center Team. Ensures staff understanding and
compliance with Company regulations and values. Oversees process improvement
and implementation. Responsible for hiring, development and overall
performance management of teams.

Environment
Internal: Quality and Operations
External: Donors, Third party providers, and public.

Key responsibility
‎1- People Management & development
* Establish a work environment that foster operational excellence.
* Ensure all employees are properly, timely, and efficiently trained on the relevant technical areas.
* Provide regular feedback and coaching for employees.
* Administer regular check-ins and year-end performance review & development plans, etc.
* Support and conduct teams' trainings.
* Provide daily operational direction and communication to assigned employees driving superior donor service.
* Assist call center associates with call escalations and complaints handling.
* Provides statistical and performance feedback and coaching on a regular basis to each team member.
‎2- Operations Responsibility:
* Set the call center key performance metrics (e.g. AHT, CSAT, Call Quality, etc.).
* Forecast the call center resources based on expected business growth and ensure planning for the right resources.
* Daily monitoring of the inbound/outbound call queues to ensure an optimal workflow and service experience
* Provides continual evaluation of processes and procedures.
* Provide insights to improve operations, efficiency, and donor service.
* Review and be accountable for system reports and performance metrics.
* Coordinate and collaborate with the donation center staff and donor relations coordinators for the best conversion of leads.
* Coordinate to capture all generated leads from different channels in organized framework.
* Responsible for daily operations of the call center, including real time management of call center staff through work force management application, monitoring of work queues (inbound calls, email requests, outbound calls, etc.).
‎3- Quality & Compliance:
* Ensure that the donor relations and service team is operating with high compliance level to company's policies, procedures and regulations.
* Manage audits performed for the related functions and help to resolve any related issues.

Academic experience required
Bachelor 's Degree (or equivalent) in related fields.

Professional experience required
* Typically requires a minimum of ‎3 years of related experience in a call center\customer service.
* Proficient understanding of the interaction between call metrics (AHT, ASA, Call Arrival) and agent metrics (Staffing numbers, AUX, Utilization).
CRM\call center systems experience.

Computing skills
Proficiency in all Microsoft Office applications, call center applications and
CRMs.

Personal skills
* Strong communication skills.
* Strong Interpersonal skills.
* Maintain a positive attitude focused on customer satisfaction.
* Critical thinking and problem solving.
* Analytical.
* Time management.

Languages
Written and spoken English and Arabic.

LI-LS1

Location: EMEA : Egypt : Egypt : EGELTAHR - El-Tahrir Rd, 6th
of October

Learn more about Grifols