The Call Center Supervisor- supervises the Call Center functions in accordance with Hospital policy. Supervises the daily operational duties of the unit and ensures its smooth functioning; oversees operations, schedules staff and redresses grievances.

DUTIES & RESPONSIBILITIES

Personnel Management & Training

1. Prepares work schedules and assigns personnel to ensure uninterrupted unit service; organizes staffing, shift patterns and the number of staff required to meet the demand.

2. Evaluates staff work performance and makes recommendations for personnel actions.

3. Monitors the volume of work inflow, assigns staff flexibly to areas of need and updates the CSM regarding areas of concern.

4. Supports new staff; provides proper training and orientation.

5. Undertakes training and reviews of newly appointed staff; ensures that the staff has full understanding of the tasks required of them.

6. Undertakes coaching, remedial training and other development activities with staff to support optimal performance.

7. Improves team performance by raising efficiency; implements new tasks, as required, in consultation with the CSM and provides training to the concerned staff.

Operational duties

1. Based on the work load / call load / business need the staff are properly distributed 24/7 to receive the calls and server all the callers very professionally.

2. Staff are effectively utilized based on the business requirements and be watchful on the utilization of the over time.

3. All the established policies / practices are well oriented to all the staff and ensure that the staff are following it.

4. Observe / listen the random calls by agents and identify the gaps. This is done to ensure that, the agent wise training / coaching is provided and the quality is improved.

5. Initiate and create new policies as per the industry and quality standards whenever it’s required.

6. Orient all the new joiners and ensure that, proper coaching, mentoring is done on the job requirements. Performance outcome is regularly monitored and communicated with the staff and ensure that he or she delivering good performance.

7. Outbound calls are professionally managed and the applicable promotions are properly communicated with all the applicable callers. Agent wise outbound calls outcome should be monitored / tracked.

8. Evaluate all the reports of the AVAYA system and raise red flags any abnormal variance observed. The external Avaya team members are professionally notified and ensure that the issue is fixed.

9. All the system issues are professionally communicated with AVAYA team on time.

10. Work closely with Operations, IT and Medical Office team and ensure that the doctor’s duty list is integrated in HMIS.

11. Identify all the HMIS gaps in our current system, and discuss with the applicable staff group (IT/ MD Office, CS), suggest the new enhancements requirements (which may benefit the business tracking / enhance patient experience) in HMIS and ensure that, it is professionally communicated to IT team through IT enhancement committee / Operations manager.

12. Monitor the clinic utilization as per the given check list and ensure that, the accurate data is captured, verified and presented to the monthly OP improving and Call Center meeting. We have to work with IT and ensure that, the data capturing is done via HMIS eventually.

13. Non utilized clinics details / doctor’s early leaving clinic details are carefully monitored and reported to MD office.

14. Ensure that, the staff mistakes ledger is properly maintained for planning the training session to the applicable staff to improve their performance.

15. Work closely with the operations team and be aware about the doctors who are seeing low number of patients. All the agents are upselling / promoting the applicable doctors and ensure that more appointments are booked.

16. Assist the operations manager to plan the department budgets.

17. All the given KPI are very carefully understood, for proper data capturing. All the captured data are presented in the given format and submitted to QSM with in the given time line on a monthly basis.

18. Ensures maintenance of department equipment and supplies.

19. Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.

20. Attends all the applicable meetings as required / invited.

21. Daily department wise performance output must be measured and reported (whenever it’s needed) to the operations manager

a. Department wise received calls

b. Department wise calls outcome

c. Department wise bookings (monthly)

d. Agent wise call durations and average call duration (monthly)

e. Hours wise received calls log to monitor the peak hours

f. Ensure that this report is used for meaningful submitted to the manager on a daily/ monthly basis.

1. Monitor each team member’s performance and always be watchful on the following.

a. Agent wise received calls

b. Agent wise calls outcome

c. Agent wise bookings

d. Agent wise booking vs conversion

e. Agent wise outbound calls

f. Agent wise call durations and average call duration

1. All the home health care enquires are professionally managed and communicated with the applicable staff group for action.

2. All the delivery package related enquires are professionally managed and communicated with the applicable staff group for action.

3. All the social media enquiries are professionally managed and business is converted.

4. All the internal referrals are properly saved in the applicable tracker and the conversions are monitored. Non converted referrals are been contacted and the outcome is documented.

5. Ensure all the live chats are addressed on time and the patients are satisfied. The statistics is properly maintained and submitted.

6. Ensure that all the whatsApp communications are answered on time and the patients are satisfied. The statistics is properly maintained and submitted.

7. Ensure that all the existing log books are properly maintained. No log books / trackers are stopped without the knowledge of operations manager.

8. Create & Review Agents call script for each doctor and department.

9. Coordinate with marketing department for each new doctor or new service campaign to insure all the required information is given to call center agents.

10. Performs other related duties as assigned by Manager- Operations.

Desired Candidate Profile

EDUCATION: Bachelor Degree from an accredited university with related technical training (Medical Terminology course & Customer Service course).