Call Center Supervisor

Perform day to day operational activities in call center/customer service;

Answer incoming calls/emails from customers to handle medical appointments requests;

Answer incoming calls/emails from customers to provide information about our medical products, services and fees;

Answer all customer's inquiries and questions via any communication media/channel such as: Phone, Email, Facebook, Chat, any other as needed;

Always ensure highest communication & customer service quality when dealing with the client;

Give excellent service & recommendations;

Always answer to inquiries & solve problems on a timely manner and in general without delays;

Handle customer complaints and follow-up + reporting to Supervisor and Insurance/CS Manager;

Troubleshoot problems if any;

Smoothly liaise with clinics’ Front Office Desk teams (Front Office Managers, Receptionists, Cashiers and Insurance handlers etc..) in order to coordinate/answer accurately and timely to customers inquiries;

Sense of initiative for innovative solutions and ideas to enhance team productivities;

Understand deeply the workflow, all products and services of the clinic and advise customers about it when necessary;

Manages the call center’s team of agents;

Coach Representatives on daily basis by listening to calls / checking emails & chats conversations and providing constructive and proper feedback / guidance / corrections;

Remains available at all times for Representatives’ questions and concerns;

Handles calls from customers who wish to speak to a Supervisor for whatever reason;

Monitors numbers of calls that Reps handle each hour to ensure each Rep is taking the required number of calls;

Checks the waiting time for customers on hold to make sure they are not waiting unreasonable lengths of time;

Reviews periodically calls/emails/chats reports;

Maintains call center team attendance records;

Trains new call center Representatives on incoming calls, cold calling, appointment setting, product & services recommendations and on email/chat proper communication etiquette;

Meets with management to report the progress of the call center team;

Provides helpful feedback and positive communication to motivate call center Representatives;

Runs regular staff meetings with the team;

Communicates any company policy and procedure changes to Representatives if necessary.

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Develop your talent through learning programs by Academy Accor.

Opportunity to grow within your property and across the world!

Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.

Experience in Medical or HealthCare Industry is ideal;

Minimum 2-year experience in Customer Service, Call Center environment & 1 year as a Supervisor;

Excellent Customer Service; Good Sales skills;

Good communication and strong problem-solving skills; Customer satisfaction-oriented;

Good organization and time management skills;

Own and resolve issues and understand how and when to escalate;

MUST BE A TEAM PLAYER with good leadership skills;

Computer literate, familiar with online booking, social media, or mobile apps;

Minimum typing skills: 50 words per minute;

Proficient in English;

Open to working flexible shift schedules.