وظائف.كوم

وظائف.كوم

طاقم الإدارة
إنضم
16 يناير 2021
المشاركات
1,239
الإعجابات
6
النقاط
38
#1
  • Coaching and mentoring call center agents to increase awareness of internal policies and processes as well as customer service best practices
  • Listen to the voice of the team
  • Monitoring the performance of call center agents to retain and enhance operational processes and the quality of customer services
  • Reflecting and evaluating clients’ concerns shed the light on what matters to the customer and how to expand the relationship with them personally and commercially
  • Listen to the voice of the customer
  • Preparing and calculating the SLA reports for the clients.
  • Reviews agent metrics and meets with agents regularly to discuss performance
  • Signs time cards
  • Review calendar schedule for shifts and works with respective team leads for consistency
  • Monitoring the SLA of the tickets and trigger the SLA escaltion proccess for over due tickets
  • Works with Sr. leadership to develop developmental goals for agents
Performance Monitoring and Enhancement:
  • Effectively diagnose and solve day-to-day customer concerns and issues through various support channels such as emails, calls, blogs, social media etc
  • Assist other management team members in identifying trends and establishing call center goals
  • Ensure compliance of established procedures and regulations
  • Prepare Customer Happiness Center (AKA. call center) performance reports by collecting, analyzing, and summarizing data
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Strategic Collaboration:
  • Ensure agents are achieving required service levels and taking corrective action, as needed.
  • Prepare reports and analyzing Customer Happiness Center (AKA. call center) data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction
KNOWLEDGE & SKILLS:
  • Bilingual (Ar/En) or Any additional languages
  • Excellent communication skills
  • Customer service oriented
  • Excellent problem-solving skills
  • Politeness, tenacity and patience
  • Timeliness, speed and agility – Think out of the box
  • Thrives within the team through continuous learning and sharing
  • Very good knowledge of Healthcare providers systems and processes
  • Very good understanding and knowledge of Health Insurance Company’s systems and processes
  • Effective organization of priorities, tasks and updated records
  • Seek self-improvement and learning
  • Leadership and decision making
  • Process design and process improvement
  • Strong Skills in the MS-Word specially MS-Excel
Experience & Education:
  • 5-6 yrs of Service Desk or Information Technology Experience
  • 5-6 yrs of Customer Service Experience
  • Experience in handling Healthcare Payer, Provider or Government Systems.
  • Technical Support background.
  • Medical insurance experience, in claims management and payment cycle.
  • Customer Services and Client Happiness experience.
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