Opening For Assistant Manager Call Center

Job Description

Roles and Responsibilities1. Process Management

• Develop relevant SOPs for smooth and effective functioning of JH Call Center
• Identify & execute all SOPs around hardware, software, people & systems
• Be the torchbearer of these SOPs and have process checks to ensure that everything is running smoothly in line with CC Ops
• Work with other department heads to understand critical to quality (CTQ) pain points for customers and integrate results into daily CX ops
• Use technology to understand high failure points in processes and fix basis RCA and FMEA around the same
• Recommend changes to existing SOPs basis redundancy or high customer pain points or systems irritation, etc
• Develop a robust quality check mechanism around all CC processes and ensure compliance to audits and delivery cycles
• Oversee all contact centre operational issues and intervene into critical issues before they cause customer irritation
• Work with hospital Sr management to change redundant issues and concerns in order to create a more healthy CX environment

2. Systems Management

• Understand the entire existing call arrival system both hardware and software and recommend changes / upgrades
• Liaise with hardware and software vendors across the various platforms of existence and push for better delivery / upkeep of equipment
• Conduct regular audits on system performance issues and highlight concerns to Sr Mgmt in order to push for course correction

Overall hardware management within the CC environment to ensure best in class services are delivered to patients / customers3. Customer Service Excellence

• Simplify complex customer service behaviour into easily actionable plan for quick implementation and delivery
• Work on customer engagement channels via pro-active connects to understand non defined pain points
• Integrate contact centre operations
• Drive people, process and systems to deliver results
• Act as VOC for contact centre
• Deliver value in terms of operations mgmt.
• Manage and monitor all activities of a call centre on a daily basis
• Ensure customer inquiries are answered promptly
• Assist and support call centre staff in handling customer traffic
• Mentor, guide and assist call centre staff to achieve set goals and objectives
• Schedule and monitor all call centre activities
• Handle basic training issues of call centre personnel
• Ensure compliance of established procedures and regulations
• Manage, upgrade and update customer databases
• Manage financial activities of a call centre within the budget limits

Review results with management and identify training needs4. Audits:

• Prepare auditing methodology
• Check for correctness and completeness of call recording on the backend system
• Align random sampling methodology with end goals of CC objectives
• Assist in setting up the entire QA mechanism / auditing sheet / fatal and non-fatal errors, etc
• Ensure compliance to set parameters of the QA sheet / TQ Paradigm
• Measure quality of inbound / outbound customer service calls
• Prepare daily / weekly / quarterly audit reports and associated performance metrics
• Quality feedback and training inputs basis the results of quality audits

Executes multiple tasks related to transactional quality above and beyond line of work5. Training and Development:In consultation with JH T&D department,

• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales / service techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. weekly, monthly or quarterly)
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Coordinate mentorship programs for new customer service representatives
• Assess the impact of each educational course on staff performance and client satisfaction

Maintain updated records of training curricula and material6. Reports and MIS:

• Supervision and development of Workforce Management staff (Exempt and Non-exempt)
• Ensures service levels and productivity goals are met. Implements and maintains workforce management platform
• Provides all workload forecasting and consequent staffing planning to meet service goals
• Maintains and analyses workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
• Coordinates all reporting related to Workforce Management
• Develops and maintains scheduling processes for Sales and Customer service agents
• Serves as the resident expert on Workforce Management software package
• Participates in strategic planning and goal development.
• Integrates outbound dialler campaigns to support staffing levels
• Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness
• Develops presentations on recommendations and process implementations to senior management

Completes special projects as neededDesired Candidate ProfileAny Graduate PG Preferably in Hospital ManagementPerks and Benefits,

Keyskills :
sales trainingsalescustomer engagementaccountsinterpersonal skillsmisservice levelsworkforce managementcustomer servicetatspecial projectsquality checkaudit reportsstrategic planningcustomer satisfactionteam skillsnew hiresbankingtransac