Healthcare – Call Center Manager

 Responsibilities:

• 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.

Qualifications:

• 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