رئيس مركز الاتصال

Job Purpose / Objective Supervise and monitor the high quality standard in handling incoming and outgoing calls ; monitors, evaluates and implements the necessary action to all Customer Services staff in order to maintain high quality standard in communicating and / or dealing with the customers and all staff and provides solution and prompt action to the problems related to the area of responsibility. Key Responsibilities / Accountabilities Supervise, organize and coordinate the activities of Customer Services Staff in their assigned areas and directly report to respective line manager. Monitor the call requests and ensure that call taken were not delayed and promptly delivered to concerned department. Ensure that all telephone lines are working effectively. Prepare and submit all required reports. Ensure that Customer Complaints are being closely monitored by providing immediate solution on the issue and closing the complaint in the system accordingly. Monitor of recorded incoming and/or outgoing calls of the staff and submit daily report. Ensure that all Customer Services Staff practice the proper conversation with a sensitive and caring attitude to patients & maintaining the excellent quality of calls in accordance to HMG standards. Schedule, vacations, break time and time back for Customer Services staff and ensure that staff schedule is clear and organize. Provide the staff about the new services, programs, system, new doctors and procedures. Implement procedures for smooth and effective flow of operation. Coordinate with respective supervisor to resolve problems with the patients. Ensure sufficient resources and staffing are available for the delivery of safe and quality service (e.g., space, equipment, supplies, staffing, and other resources) necessary to optimize patient care. Comply with HMG policy and procedures and perform duties necessary to support, achieve and maintain national and international accreditation. Review performance of staff and perform counselling on unsatisfactory performance. In addition, discuss personnel and administrative issues and address and solve problems among staff. Participate and lead in person-centered care initiatives undertaken by HMG. Enrich patient experience with compassion, respect and dignity. Perform other applicable task and duties assigned within the realm of his/her knowledge, skills and abilities. Education/ Professional Qualification 1. Preferably having Bachelor's Degree with English Language proficiency or Telephone Etiquette and Customer Service Experience 2. Five years of experience in the same field.