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Job Description

  • Coaching / training of customer services representatives (CSRs) regarding call center application, systems & process related to hospital services & booking appointments.
  • Live monitoring & reporting of call center performance to get maximum efficiency & productivity.
  • Minimizing shift leakages & daily shrinkages by utilizing complete login hours of each CSR & manager overtime as and when required.
  • Answering & handling CSRs queries during the shift to ensure information accuracy.
  • Coordinating strongly with all service line teams to manager day to day shift affairs.
  • Ensuring appointment accuracy in the system from all CSRs as per given guidelines.
  • Assisting communication manager in achieving hourly & daily key performance indicators (KPIs) of hospital call center including diagnostic services KPIs.
  • Ensuring compliance of all HR & contact center polies & procedures.
  • Handling first & second level escalations / complaints from patients & services lines.
  • Managing KPIs & performance of CSRs & share daily, weekly & monthly performance reports including regular call evaluations.
  • Prepare monthly shift roster & daily breaks management for all CSRs considering hourly & daily calls volume.

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Management Administration & Technical
Job Location:
Hayatabad, Peshawar, Pakistan
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
3 Years (At least 3 years of relevant experience.)
Apply Before:
Jan 16, 2021
Posting Date:
Jan 06, 2021
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Rehman Medical Institute, Peshawar

Healthcare / Hospital / Medical · 2001-2500 employees - Peshawar

Located at the gateway of Khyber, Rehman Medical Institute has revolutionized the concept of medical care in the KP. For the first time ever, the people of this area have access to healthcare facilities of international standards. The founder, Prof. Muhammad Rehman with a vision of providing qualit ...Read More

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