Job Description

This is an amazing opportunity for an experienced Call Center Manager to join a leading company that provides convenient way of video or telephonic consultations with the best doctors and help their patient manage their menopause symptoms.

       

Company Profile:

Our client is a leading health services provider to help women all over Australia in managing their Menopause symptoms.

 

It was founded out of a desire to provide a listening ear and ongoing care during a difficult stage in a woman’s life. Their doctors have many years combined experience in the treatment of menopause, with their team providing dedicated patient care support and clinical monitoring.

 

Their services include consultation with their doctors who will advise what treatment options may be available for patients, treatment Program options that may be suitable for patients which covers regular follow-up & monitoring by their patient care team, video or telephonic consultations and advice, at a convenient time and place for you, and applying latest research findings to improve patient treatment outcomes.

 

This is an amazing opportunity for an experienced Call Center Manager to join a leading company that provides convenient way of video or telephonic consultations with the best doctors and help their patient manage their menopause symptoms.

 

Overall purpose and responsibilities of the role:

The Call Center Manager will be responsible in managing a small number of Patient Care Consultant/Staff, Team Leads and Admins Staff based in the Philippines and Australia. He/she is expected to help the company in setting up and implementing performance management systems, working with leads in providing interventions to address performance issues (e.g., coaching and training) with the goal of increasing efficiency and productivity.

 

Duties and Responsibilities:

Primary Objective

• To coordinate and manage the overall department to ensure protocols are adhered to for positive outcomes and the retention of patients.
• To monitor, report and act on staff performance metrics and reaching performance standards.
• To work with other department managers to achieve efficient work processes.
• To coordinate the daily activities of Patient Care Operators with the assistance of the Team Leaders.

 

Tasks and Responsibilities include but are not limited to:

• Oversee day to day customer care operations.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Ensure roster and breaks for staff are managed by the Team Leader and adhered to by all staff.
• Monitor customer follow-up calls and activity lists and ensure satisfactory resource allocation.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• When required take an inbound call and transfer to the appropriate staff member.
• Manage role and task allocation for patient care team.
• Assist and advise on queries from staff regarding all questions relating to patient and program related matters.
• Ensure all staff are updated ongoing with changes made to procedures, protocols and system changes allowing staff every opportunity to develop to their full potential in all aspects of the workplace.
• Maintain good communication, support and building a rapport with colleagues and team members.
• Check completed activities of junior and new staff and give feedback and training as required.
• Participate in mediation and adjudication of staff issues that have been escalated from the Team Leader Customer Care as required.
• Ensure all pending tasks are allocated and carried out by a team daily.
• Ensure that Service Level Standards of customers are met within the parameters required by the company.
• Assist when required in the collation and preparation of procedures, changes in procedures, delivered by the Company.
• Provide costings on additional contract services as requested by customers in conjunction with the Services Manager and General Manager.
• Investigate and solve all account queries and organize a refund if required.
• Assessing service statistics and preparing detailed reports on your findings.
• Monitor KPI’s and undertake performance reviews of staff under the direct or indirect control of this position.
• Facilitate in the ongoing development of staff under the direct control in areas of Company operations.
• Make recommendations on all aspects of the operation and identify opportunities to improve performance and productivity in conjunction with upper management to meet the requirements of the company and all legislative driven guidelines.
• Monitor and ensure all customer complaints are dealt with in a timely fashion.
• Manage all staff leave and ensure the relevant forms are completed and processed for approval.
• Ensure time sheets are completed and signed off for submission to payroll in a timely manner.
• Advise the Senior Managers of any issue or matter which could jeopardize, hinder, or put at risk the safety of any employee of the Company or prohibit the Company from meeting its obligations to its patients.
• As required contact patients that wish to cancel treatment to discuss the decision with the goal to retaining the patient. Ensure a follow up call if the patient cancels.
• Analyze cancellation reports to gain insight as to why patients are cancelling, and trouble shoot with the General Manager and Services Manager for solution driven strategies.
• Attend meetings and workshops as required.
• Performs miscellaneous job-related duties and project work as assigned.

 

Must-have Skills / Qualification:

Qualifications

• Degree in Management or related discipline is advantageous.

 

Essential Criteria

• 5 years’ experience in a leadership role.
• 2 years’ experience in a call center or customer service management role
• Strong computer skills including data entry, Word, Excel, and outlook.
• Typing speed of minimum 40 words per minute

 

Desirable Criteria

• Experience within the health industry and/or campaign or account highly advantageous.
• Experience working with Australian clients.
• Understanding of women’s health particularly menopause.

 

Skills /Competencies

• Problem solver and solution driven.
• Sound organizational and time management skills.
• Proactive approach, self-starter that shows initiative.
• Able to research and be an analytical, logical thinker.
• Delegation skills.
• Strong written and oral communication.
• Able to work as a team.
• Supervisory skills.
• Able to meet deadlines.
• A proactive attitude towards the development of the company, its staff, and its business relationships.
• Experience liaising with customers, suppliers, and external consultants at all levels of management.
• Negotiation skills.
• A willingness to participate in further training in all areas and ongoing development.

 

Company Competencies

• Knowledge of and adherence to all company policies and procedures including but not limited to the Anti-Discrimination Policy, the Harassment and Bullying in the Workplace Policy and the OH&S Policy.
• Adherence to medical protocols.
• Knowledge of menopause medications.
• Knowledge of other products offered by the company.

 

Attributes

• Reliable, approachable, organized, flexible, responsive, and thorough.
• Patient, tolerant, objective, empathetic and considerate.
• Approachable and assertive.
• Strong sense of confidentiality and ethical behavior.
• Able to work under pressure.
• Demonstrates ability to take ownership of actions and problems.
• Forms good working relationships.
• Demonstrates flexibility in approach to duties.
• Able to make decisions with the scope of the position in a timely manner.

 

Job type: Permanent
Emp type: Monday to Friday, 6:30am to 3:30pm

Location: Temporary Remote Set-up

Industry: Healthcare
Expertise: Operations, Call Center, Contact Center, Healthcare Account, Menopause, Patient Care