Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Mentor, coach and provide training to staff to maintain high service delivery standards.
Prepare operational reports and statistical data for the call center to monitor effectiveness and service delivery.
Ensure all Service Level Agreements and KPI’s are met.
Conduct performance and disciplinary counseling where appropriate.
Assess, prepare and implement procedures for new clients both internal and external.
Train staff on problem solving
Develop plans and resources for adverse events, including communications issues, building issues, and possible civil unrest.
Conduct practice response and table top exercises to ensure MERP’s are working as designed and to client KPI’s.

Registered Nurse or similar qualifications
Proven experience as call center manager or similar position
Experience working in an ER service, hospital ER department or ambulance service
Knowledge of ISO 18295-1:2017 – Customer contact centres
Experience in international air evacuations desired.
Experience in medical assistance and care after evacuation desired
Proficient in MS Office and call center equipment/software programs

Healthcare – Call Center Manager