Call Center Supervisor

We are looking for an Arabic Speaker , Call Center Manager who can join immediately to join our team work in a Medical Centre in Sharjah. to supervise daily operations and personnel aiming for maximum efficiency , the call center manager must be an organized, reliable and results-driven professional . As a call center manager, you must also have excellent customer service and communication skills.

DUTIES AND RESPONSIBILITIES:

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication "scripts" when handling different topics
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Supervise the confirmation and cancellations prosses by the agents.
• Supervise plotting appointments prosses by the agents in the assigned department.
• Provide full training for trainees or any requested training for current agents.
• Provide a target of appointments for each department and agent to be followed strictly.
• Ensure that all agents have full knowledge of the offers in all the departments.

REQUIREMENTS

• Proficiency with computers, especially with CRM software, and strong typing skills.
• Excellent interpersonal and communication skills.
• Good command of written and spoken English language.
• Must have health care or selling experience.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.

QUALIFICATION diploma/Bachelor Degree

Previous experience as a Call Centre Manager 3 – 7 years , preferably in a healthcare or clinic

Language: Arabic (Native) English ( Excellent command of oral and written English )