Job Opportunities in Philippines
October 11, 2024
Makati Life Medical Center
Makati
FULL TIME
Contact Center Manager - Healthcare - Makati City
Company Description
Makati Life Medical Center is a state-of-the-art healthcare facility in Metro Manila, where patients are the top priority. The hospital is equipped with the finest medical technology, facilities, and doctors to assist everyone's healthcare needs effectively.
Job Description:
The Contact Center Manager is responsible for overseeing the daily operations of the contact center, ensuring efficient and effective handling of customer interactions across various channels including phone, email, chat, and social media.
This role requires a strong leader who can manage and develop a team of supervisors and agents, optimize processes, and enhance customer satisfaction.
The Contact Center Manager plays a critical role in aligning the contact center's objectives with Makati Lífe Medical Center's strategic goals, driving performance improvements, and maintaining a high standard of customer service. He/She reports directly to the Chief Operating Officer.
KEY RESPONSIBILITIES
A. Leadership and Team Management
SKILLS AND QUALIFICATIONS
Performance Standards for this role include but not limited to:
Benefits:
Makati Life Medical Center is a state-of-the-art healthcare facility in Metro Manila, where patients are the top priority. The hospital is equipped with the finest medical technology, facilities, and doctors to assist everyone's healthcare needs effectively.
Job Description:
The Contact Center Manager is responsible for overseeing the daily operations of the contact center, ensuring efficient and effective handling of customer interactions across various channels including phone, email, chat, and social media.
This role requires a strong leader who can manage and develop a team of supervisors and agents, optimize processes, and enhance customer satisfaction.
The Contact Center Manager plays a critical role in aligning the contact center's objectives with Makati Lífe Medical Center's strategic goals, driving performance improvements, and maintaining a high standard of customer service. He/She reports directly to the Chief Operating Officer.
KEY RESPONSIBILITIES
A. Leadership and Team Management
- Lead, coach, and manage a team of contact center supervisors and agents, ensuring adherence to company policies and procedures.
- Performance Reviews: Conduct regular performance evaluations, providing feedback and identifying areas for improvement.
- Training and Development: Develop and implement training programs for new hires and existing staff, addressing skill gaps and promoting professional growth.
- Identify inefficiencies within current processes and implement improvements to enhance productivity and service quality.
- Oversee the use of contact center technology, ensuring effective use of CRM systems, call routing software, and other tools. Collaborate with IT to resolve technical issues and implement new solutions.
- Plan and coordinate staffing levels, schedules, and shifts to ensure adequate coverage during peak and off-peak times,
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
- Develop and implement quality assurance standards and procedures to maintain high levels of customer satisfaction. Monitor interactions and provide feedback to agents to improve service delivery.
- Monitor key performance indicators (KPIs) such as call volume, response times, first contact resolution, and customer satisfaction scores. Analyze performance data to identify trends and areas for improvement.
- Generate regular performance reports for senior management, highlighting achievements, challenges, and recommendations for future improvements.
- Set performance targets in alignment with the company's strategic objectives. Ensure the contact center team understands and works towards these goals.
SKILLS AND QUALIFICATIONS
- Minimum of 5 years of experience in a contact center environment, with at least 2 years in a managerial role.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in contact center software and CRM systems.
- Analytical and problem-solving skills.
- Ability to manage multiple tasks and prioritize effectively.
- Strong understanding of customer service principles and practices.
Performance Standards for this role include but not limited to:
- AGENT UTILIZATION RATE. The percentage of time agents are actively engaged in handling contacts versus other tasks.
- CUSTOMER SATISFACTION. Achieves and maintains high customer satisfaction scores (SAT) as measured through post-interaction surveys.
- SERVICE LEVEL. Ensures that a predefined percentage (e.g., 80% of calls answered within 30 seconds) of calls meets the service level targets.
- COST PER CONTACT. Manages and strives to reduce the cost per contact while maintaining or improving service quality.
Benefits:
- Company events
- Free parking
- Health insurance
- Life insurance
- On-site parking
- Paid training
- Promotion to permanent employee
- 8 hour shift
- Day shift
- 13th month salary
- Overtime pay
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