الوصف الوظيفي
Job Summary
The Team Lead coordinate, schedule, and supervise the activities of all Call Center Staff (Operation\ Appointment Desk). He / She assign tasks to see that work has been done properly. He / She should make sure that all the service related his / her staff should be carried out as per the policies and procedures instructed by the Client.
Duties & Responsibilities:
•The Call Center Team Lead will be responsible for overall arrangement of all staff assigned under Call Center service contract.
•The team Lead will ensure that all the instructions of the client administration are strictly followed and there is no lapse of any kind.
•Ensure that all staff have signed off the attendance registry/Biometric before taking over duty and shall sign off the register when leaving the duty.
•Handling pending instructions and duties that had not been completed will be handed over to the s taking over staff.
•Brief the staff about the duties received from the outgoing supervisor/Team Lead and reiterate the instructions of the site to be performing carefully.
•Implement the policies of the Client that is issued from time to time.
• Ensure that every staff on duty on time without any delay.
• Coordinates activities by scheduling work assignments, setting priorities, and directing the work of the Call Center staff.
• Ensuring the smoothly operation of the jobs related to Call Center service contract.
• Evaluates and verifies performance through the review of completed work assignments and work techniques.
•Identifies staff development and training needs and ensures that training is obtained.
• Ensures proper labour relations and conditions of employment are maintained.
•Maintains records, prepares reports, and composes correspondence relative to the work.
• Make sure to check all staff of designated work areas, assigns needed coverage, gives special instructions and/or assignments, and ascertains compliance with hospital’s directives.
•Trains subordinate in job skills, proper methods, and use of knowledge, safety practices, and in work regulations.
• Performs related work as assigned by client representative.
• Preparing daily and monthly reports which including but not limited to KPI report , staff performance report , call center quality report which should be from 5 to 10 random calls auditing monthly to insure the quality criteria are followed , HMS reports which including HMS scheduling and rescheduling clinic timing as per management request, booking report, duplicate report and other report related as per requested by the Client management representative.
Requirements:
• Bachelor's Degree graduate
• At least three (3) years in a lead or supervisory capacity - Preferably in Healthcare industry.
• Full awareness about call center operations and staff management.
• Ability to plan and supervise the work of call center personnel.
• Excellent interpersonal and coaching skills.
• Fluent in both English and Arabic Languages – Listening, understanding, Reading, Speaking and writing.
