Call Center Incharge - Kozhancheri, India - MGM MUTHOOT HOSPITALS, KOZHENCHERRY

MGM MUTHOOT HOSPITALS, KOZHENCHERRY

Verified Company

Kozhancheri, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Description Responsible for overseeing the day-to-day operations of the call center, managing a team of customer service representatives, ensuring customer satisfaction, and analyzing call center performance.

Supervisor will also be responsible for effective team management and communication. Qualifications

Qualification
:
Bachelor's degree or Post Graduation in Business Administration, Communication or related fields.

Experience:

Proven experience of - 8 years in a call center environment, with 2 years in supervisory or managerial role preferably in Healthcare Industry.**
Training & Skills:Leadership, Communication & Interpersonal skills with problem solving abilities and ability to make decisions under pressure**.

Proficiency:
Computer Proficiency, Call Center Software and Microsoft Office proficiency

Capabilities:

Knowledge of Customer service principles and practices especially of Hospitals, Ability to work flexible hours, evenings, nights & weekends., Ability to deliver outstanding customer service.

Monitor call center performance metrics, such as average call wait time, customer satisfaction, and call abandonment rate
Develop and implement strategies to improve customer service and increase customer satisfaction
Train and coach call center agents on customer service best practices
Monitor and evaluate agent performance and provide feedback
Resolve customer complaints and escalate issues as needed
Develop and implement call center policies and procedures
Analyze call center data to identify trends and opportunities for improvement
Manage and coordinate call center projects
Develop and maintain relationships with customers and vendors
Develop and implement quality assurance programs
Develop and implement strategies to reduce call wait times
Develop and implement strategies to reduce customer churn
Supervisory Skills and Team Management
Customer Satisfaction and Communication