About the Role
Head of Call Center
MDv” data-ui=”job-workplace” style=”font-size:14px”>Remote
Operations
Full time
MDv” style=”font-size:14px”>Warsaw, Masovian Voivodeship, Poland
Telemedi is a healthcare company, we employ programmers and doctors to produce modern solutions that make life easier for patients and doctors. Our goal is to use technology to provide everyone with convenient and immediate access to medical care.
Your task:
We are looking for an ambitious and experienced person for the position of Call Center Director, who will be responsible for managing Call Center Teams (patient service, business customer service, organization of services, e.g. stationary visits, home visits). The person in this position will cooperate with the management team and will be responsible for coordinating and optimizing processes in the subordinate area.
You will be responsible for the entire call center team in our organization, from managing processes in service, patient complaints, recruiting staff to Teams, to implementing optimization and automation in processes. We are looking for a person whose work standards will constantly raise processes to a higher level. You will ensure that every patient/business client is fully satisfied with contact with us.
Duties:
- Management and organization of work of call center teams (patient service),
- Supervision of the Teams’ results to ensure they are performed in accordance with company standards, SLAs and KPIs;
- setting schedules, ensuring operational continuity in teams,
- creating reports and summaries, processing notifications, complaints, analyzing patient assessments,
- monitoring and evaluating team performance and implementing necessary changes to optimize processes (reducing costs generated by teams per sales unit)
- creating new solutions in process management methods aimed at increasing efficiency, improving quality and building new values for the company and customers
- optimizing processes to eliminate quality errors and unnecessary costs;
- cooperation with other departments and teams of the company in order to ensure coherence of activities and achievement of organizational goals
- implementation of technological projects in managed areas;
- updating conversation scripts, training subordinate employees;
- supporting and motivating teams to achieve their goals;
Requirements
- Professional experience in a similar position – 3-5 years
- Ability to build relationships and collaborate with clients and the team;
- Excellent communication and interpersonal skills;
- Knowledge of customer service support tools;
- High standard of work, matching process standards to the top 1% of the best on the market
- Knowledge of technology and passion for new technologies
- Analytical, data-driven thinking (skills in reading data in BI, Excel)
- Decision-making and problem-solving skills
- Very good knowledge of English, spoken and written
- Delivery, no project procrastination
- The “no too junior tasks” approach – you have to do a lot of things yourself
- The ability to not let yourself be bullshit about results and numbers (and more)
- Contiuously raising the bar and being the guardian of processes, creating and monitoring operational excellence
- No compromises, no excuses
- An approach aimed at optimizing and automating operational processes
- Being on the offensive all the time, without slowing down
- The ability to take over an area (so that nothing falls between the desks)
- Steep learning curve, internally triggered
- Efficiency and anticipation