Call Center Supervisor

  • Muscat, Oman
  • Full-time

Company Description

Since opening in 2002, Muscat Eye Laser Centre has been committed to providing professional diagnosis and treatment to our patient’s eye care needs, combining our world-renowned ophthalmologist’s expertise with the support of the very latest technology.

We empower our ophthalmologists and optometrists to deliver better care for our patients, by consistently upgrading our superior surgical and diagnostic tools to the highest safety standards. Muscat Eye Laser Center is the only specialized eye laser clinic in the Sultanate of Oman to earn the International Organization for Standardization – ISO9001:2008 quality management system certification. With 15 years in existence, Muscat Eye Laser Center has established itself as the leading provider of ophthalmic care in Muscat.

At Muscat Eye Laser Center our mission is to provide our patients with life enhancing eye care, delivered in a professional and comforting environment

Job Description

JOB SUMMARY
The purpose of this position is to manage the daily activities, reporting, training and operations of the call center. We are seeking an individual with significant experience in a high quality hospital customer service. The Call Center Supervisor will support the call center team in offering the highest level of customer service and supporting our Guest Service Team Members to ensure they have the tools they need to be successful.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but not limited to the following:
 Supervise team members performing call center duties as required, including: greeting guests, answering the telephone, performing guest transactions and operating the call center computer systems.
 Ability to explain MELC’s services and other information as requested.
 Greet guests warmly and perform registration procedures.
 Provides supervisory assistance to all Call Center Team Members when dealing with escalated situations. Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
 Assist with recruiting, selection and training of front desk, reservations and call center staff.
 Work closely with staff to ensure high-quality customer service.
 Resolves and communicates all customer service issues to Guest Service manager and resort leadership.
 Ability to assist with departmental training initiatives.
 Coordinates the scheduling and reporting
  Attend meetings and training as requested.
 Proactively seek to improve the call center by improving processes, systems and develop people in this regard.
 Take initiative in creating an environment of happiness and compassion.
 Monitor continually for delays, over bookings, faulty scheduling etc and ensure the best of service is provided by all call center team members to the guests at all times.
 Evaluate quality of service provided.
o Listen in on calls to ensure standards are met and all communications are in line with MELC’s 8 values.
o Educate and train team on delivering quality guest service.
 Collate information on staff performance
 Communicate with and support all departments to ensure guest satisfaction.

Qualifications

  • Graduate in a relevant field
  • 5+ years of experience in a supervisory role, handling the call center team in a healthcare setting
  • Fluent in English and Arabic
  • Customer focused

Additional Information

All your information will be kept confidential according to EEO guidelines.