Call Centre Manager
The Call Centre Manager is responsible for the management of the appointments at all Reliance sites and staff of the call centre.
Summary about this job
Supervisors/Team Leaders
Company: Reliance Health
Location: Gosford & Central Coast
Work type: Full Time
Salary: n\a
Phone: +61-3-3509-6666
Fax: +61-2-7759-9627
E-mail: n\a
Site: n\a
Detail information about job Call Centre Manager. Terms and conditions vacancy
The Call Centre Manager co-ordinates and maintains all daily appointments across the practices, while adhering to guidelines set. The Call Centre Manager is also responsible for reporting and participating in the need for development of changes to this when needed, and implementation. This position exists to support the practices in developing and implementing strategies for increased productivity and revenue in the call centre.
KEY PERFORMANCE INDICATORS
- Practice Management
- Ensure customer service experience is a rewarding experience for all patients
- Manage and monitor call centre KPI’s
- Ensure all reporting is completed in a timely manner
- Set up and manage call centre
- Review and improve practice/business systems and work with management to develop and implement strategies for achievement of goals
- Staff Management
- Manage and oversee staff rostering process to ensure payroll is in line with budgetary requirements and adequate staff is allocated to each shift
- Manage call centre staff accountability and responsibilities
- Maintain staff and call centre professional presentation
- Prepare and manage staff training and competency levels
SKILLS AND ATTRIBUTES
Skills:
Must demonstrate the following:
- Demonstrated experience working with Doctors, Specialists and Allied Health professionals
- Excellent verbal, analytical and organisational skills
- Good understanding of medical practice structures
- Ability to work unsupervised and to delegate duties in a professional manner
- Leadership and team building experience in a call centre environment advantageous
- Good working knowledge of Microsoft Office and IT systems
- Attention to detail and ability to work to tight deadlines
- Time Management skills
- Staff training
Personal Attributes:
Must demonstrate the following:
- Maintain strict confidentiality
- Honest and trustworthy
- Be respectful of others
- Be flexible
- Demonstrate sound work ethics
- Act with integrity