Call Center Incharge NMC Healthcare UAE

NMC Healthcare is seeking a dedicated Call Center Incharge / Executive for job opening at NMC Royal Hospital in Abu Dhabi, UAE. NMC Healthcare is the largest private Healthcare company in the UAE. Over the last 48 years, NMC has earned the trust of millions because of its Personalized care, Genuine concern and a Sincere commitment to the overall Well-being of the communities it serves. NMC’s mission is to be the trusted Healthcare provider across the globe, driven by Excellence in Customized care offerings.

Job Description of Call Center Incharge

At NMC Healthcare (NMC Royal Hospital, Abu Dhabi, UAE) the job of a Call Centre Incharge requires him/her to be Ultimately responsible for the call center procedure and Administrative support. He/She will be training, and preparing call center representatives / telephone operator(s) to respond to customer questions and complaints and Troubleshoot problems with the services provided. 

Duties of Call Center Incharge

• Handling all Call center related escalated complaints and working with Respective Departments to ensure Resolution.
• Ensuring agents understand and comply with all call center Objectives, Performance Standards and Policies.
• Identifying Operational issues and Suggesting possible improvements.
• Monitoring and Evaluating agent performance. Providing Learning or Coaching opportunities, and taking Corrective action, if necessary.
• Deliver Call Center related training based on areas of improvement to ensure continued service excellence.
• Preparing reports and analyzing data to assist Management as they determine call center goals.
• Working with other CRM Supervisors and Management team members to maximize customer satisfaction.

What you’ll be doing

• Complete Monthly KPI Reports and devise Corrective measures for areas not achieving targets.
• Complete Monthly Call Quality Monitoring for all agents and work with agents on areas of improvement .
• Take lead on Call center related projects and ensure complete follow through of any implementations.
• Comply with all OSH and infection control Policies, Standards and Procedures. Cooperate with hospital management to comply those requirements.
• Work accordance with the Documented OSH Procedures and Instructions.
• Be familiar with Emergency and Evacuation procedures.
• Notifying OSH Hazards, Incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
• Comply with Waste Management procedures and policies.
• Attend applicable OSH/Infection control training programs, mock drills and awareness programs.
• Use of Appropriate personal protective equipment and safety systems.

Call Center Team Leader Canadian University Dubai, UAE

Education & Experience

• Preferably a college graduate in any discipline.
• Minimum 2-year experience as a call center executive / telephone operator in a patient focused environment and operation of Multi-line switchboard system.

Knowledge & Skills

• Proficient Technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
•  Must have an Exceptional Interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals. Superior communication and phone etiquette skills are essential.
• Patient focused, Service oriented, patient and Understanding.
• Efficient Organizational skills. Ability to handle multiple responsibilities under pressure while maintaining composure.
•  Reliable, Punctual, Dependable, and Responsive.
• Excellent command of oral and written English. Arabic language Advantageous / Desirable but not Essential.

https://classifiedjobs.ae/job/call-center-agent-canadian-university-dubai-uae/

Tagged as: Call Center Representative