Purpose of Job:
Responsible for monitoring and evaluating the performance of call center agents to ensure high-quality service delivery. This role focuses on identifying current quality challenges, coaching, providing actionable feedback to enhance customer experience, adherence to processes and overall team performance and providing the CRM Manager with regular reports on agents performance, highlighting trends, strengths and areas for improvement.
Duties and Responsibilities:
Functional Responsibilities:
- Monitor call center team calls, providing effective coaching to agents.
- Conduct mystery calls to ensure accurate and consistent information is delivered to customers.
- Provide recommendations for process improvements based on customer feedback and experience.
- Design and implement quality rules, standards and guidelines to achieve peak team performance.
- Identify training needs by evaluating agents strengths and weaknesses.
- Provide on floor support daily for inquiries, guidance, or escalations.
- Provide the CRM Manager with regular reports on agents performance, highlighting trends, strengths and areas for improvement.
People Management / Team Support:
- Work closely with the team, motivating and coaching to improve performance.
- Conduct 1:1 coaching sessions to guide agents and enhance their skills.
Education:
Bachelor's degree in any relevant field.
Experience:
- At least 23 years of experience in a call center environment with a record of top performance.
- Experience in a call center or high-volume call position
- Knowledge of patient registration, medical appointment scheduling, health insurance is a plus
Skills:
- Good English.
- Customer Oriented
- Excellent listening, verbal, written, and interpersonal communication skills
- Proactive and Energetic.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Very attentive to details.
- Coaching and guidance skills.
- Outstanding customer service skills and dedication to providing exceptional customer care.
