The Call Center Manager will oversee the daily operations of the call center team at a physiotherapy rehabilitation center. This role involves managing staff, ensuring high-quality customer service, handling patient inquiries, scheduling appointments, and streamlining communication between patients and the center.

Primary Responsibilities

(Defines the prime focus areas of the job)

• Supervise and lead the call center team, ensuring effective and efficient handling of patient inquiries.
• Develop and implement call center processes and workflows to improve patient care and experience.
• Manage appointment scheduling and maintain accurate patient records.
• Monitor team performance through metrics like call handling time, resolution rate, and patient satisfaction.
• Provide training and coaching to call center staff to ensure high service standards.
• Address escalated issues or complaints from patients in a timely and professional manner.
• Collaborate with clinical staff to ensure smooth communication and patient management.
• Prepare reports on call center performance and identify areas for improvement.

·      Process weekly sales leads reports for submission to management

·      Conducting team meetings to provide updated company initiatives or relay company goals

·      Interviewing, hiring, and onboarding new call center staff members

• Provide coaching, training, and performance feedback to the team members
• Develop and implement strategies to improve patient satisfaction, first-call resolution, and call-handling efficiency
• Monitor and analyze key performance indicators (KPIs), identifying areas for improvement and implementing corrective actions
• Collaborate with the clinical staff to resolve patient complaints and concerns
• Ensure compliance with JOGO policies, procedures, and regulatory requirements
• Implement technology solutions to enhance call center operations and patient experience
• Foster a culture of excellence, accountability, and teamwork within the call center team

Specific Competency requirement

●     Patient care

●     Excellent communication & interpersonal skills

●     People management skills

●     Process orientation

●     Curiosity to learn and explore