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Posted Jul 19, 2021 5 views
Responsibilities and Duties
- Determines tele-clinic operational strategies by conducting need assessments, performance reviews and capacity planning.
- Maintains and improves operations by monitoring system performance, identifying and resolving problems.
- Accomplishes human resource objectives by recruiting, selecting, orienting, coaching and counseling.
- Review performance reports by collecting, analyzing, and summarizing data and trends.
- Set the strategy for the development of tele-clinic, staying abreast of new practices and technologies to ensure quality of customer service.
- Advise and co-ordinate with tele-clinic team leads/managers for improvements and better planning.
- Reviewing and defining clearly all tele-clinic roles, any required shift and candidate profiles.
- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
- Evaluate performance with key metrics (AHT, FCR, etc.)
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management, attending educational workshops.
- Any other duties assigned by the supervisor
Requirements:
- Masters/Bachelors with technical knowledge of managing call centers and at least 5-7 years of experience.
- Must be a team player, as team collaboration is an integral part
- Must be sincere towards work and take pride in achievement(s)
- Should be proficient in English (additional languages will be a plus)
- Strong communication skills .
- Knowledge of Call center software
- Strong analytical and problem-solving skills
- Must be proficient in the use of Microsoft Office
Skills
Job Details
Industry:
Functional Area:
Total Positions:
2 Posts
Job Shift:
Rotating
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
7 Years
Apply Before:
Aug 20, 2021
Posting Date:
Jul 19, 2021
Multinet Pakistan
Health & Fitness · 1-10 employees - Karachi
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