Call Center Manager

Manages the American Hospital Dubai's Call Centre Department through the effective use of resources with responsibility for proposing to management, meeting and exceeding customer service targets as well as planning areas of improvement or development. Ensures that all calls are answered by employees with agreed and standard time scales and in an appropriate manner. Reviews and implements Call Centre policies and procedures in line with the American Hospital Dubai's Vision and Mission and serves the patients through the delivery of a high standard, efficient patient service that portrays the hospital in the best possible way.

Requirements:

• Bachelor's Degree in Communications or other relevant discipline from a recognised educational institution.
• Diploma or other educational certificate in Call Centre Management/ Operation preferred.
• At least Five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/ Supervisor, preferably within a medical environment.
• Experienced in the use and troubleshooting of computerized telephonic systems.
• Significant exposure to Customer Excellence Programme methodologies.
• Excellent oral, written and comprehension of the English Language essential.
• Ability to converse effectively in the Arabic Language preferred.
• Ensures attendance by Call Center Staff at Hospital and clinic-based in-services or other educational events as required.
• Develops and participates in unit Performance Improvement Projects annually.
• Participates in Hospital / Department-wide performance improvement activities.
• Ensures a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection and security.
• Ensures department employees' licenses, CPD and Mandatory Training are maintained as per Hospital and DHA requirements.
• Promotes incident, customer complaint and patient satisfaction survey reporting to improve patient and family care.
• Reviews all/any incidents, occurrences, near misses and complaints within the department and report findings as per the Hospital Policy.
• Develops and monitors quotas for service volumes and timeliness.
• Develops measurable goals for the designated area. Implement and evaluate new and creative approaches to meeting goals.
• Creates and supports an environment that fosters teamwork, cooperation and respect for cultural diversity.
• Ensures 100% attendance for staff at mandatory in-service.
• Ensures 100% completion of departmental and unit-specific competencies and continues education program.
• Ensures 100% of new staff completes a planned, documented departmental orientation.
• Supports, enforces, and interprets hospital and departmental policies and procedures to staff.
• Promotes interdisciplinary collaboration with outcomes aimed at the best interest of patients.
• Ensures ongoing individual performance appraisals are objectively completed for staff members against set criteria. Assists with action plans arising from these appraisals as necessary. Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance. Counsels and/or disciplines staff when appropriate.
• Promotes the effective orientation, precepting and support of new staff. Provides a welcoming work environment for new staff and ensures appropriate preceptors are made available to assist with orientation. Monitors and tracks individual progress.