Regional Call Center Manager

Growing chain of clinics in the region
Managerial role

About Our Client

Leader in hair transplant medicine.

Job Description

Manage, coach, and develop a team of customer service representatives to ensure high performance and morale.
Establish clear goals and KPIs for the team; monitor progress and adjust strategies as necessary.
Conduct regular training sessions to ensure the team is knowledgeable about hair transplant services, medicines, and best practices in customer service.
Ensure timely and effective resolution of customer inquiries, complaints, and concerns related to medical services and products.
Develop and implement customer service protocols that comply with medical industry regulations and best practices.
Handle escalated calls and provide resolutions for complex or sensitive medical inquiries.
Oversee the scheduling, staffing, and day-to-day management of the call center's operations to ensure optimal performance.
Monitor call center metrics, including call volume, response time, first-call resolution, and customer satisfaction.
Implement process improvements to enhance efficiency, reduce costs, and improve service quality.
Motivate and inspire the sales team to achieve and exceed sales targets, fostering a positive, goal-oriented sales environment.
Recognize and celebrate top performers, while offering support to those who may need additional coaching or assistance.
Encourage collaboration and knowledge sharing across the team to improve overall sales effectiveness.
Collaborate with the sales, marketing, and medical teams to ensure alignment of services and communication.
Liaise with external vendors or partners to ensure effective service delivery.
Provide feedback from customers to relevant departments for continuous improvement of services and products.
Ensure the call center operations are compliant with relevant healthcare regulations (e.g., HIPAA, patient privacy laws, etc.).
Maintain accurate records of customer interactions and provide regular reports on team performance, customer satisfaction, and issues raised.
Prepare periodic performance reviews and reports for upper management.
Utilize call center software and other technologies to streamline operations and improve team productivity.
Continuously assess and upgrade technology and systems to meet growing demands and enhance customer experience.

The Successful Applicant

Minimum of 5 years in a call center environment, with at least 3 years in a leadership/managerial role.
Experience in managing teams within the healthcare or medical industry, preferably with exposure to medical services such as hair transplant or pharmaceutical products.
Strong leadership and people management skills.
Excellent communication skills, both written and verbal.
Deep understanding of healthcare-related services, patient needs, and medical compliance.
Proficient in call center management software and Microsoft Office Suite.
Ability to handle sensitive medical and patient information with confidentiality and integrity.