This job posting has expired
Expired on May 1, 2026
Manager – Call Center
Job Description
Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams. Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets. Manage and close urgent and critical cases with efficient resolution.
Responsibilities
- Plan and prepare schedules to manage workload and shifts
- Ensure delivery of service within agreed KPIs
- Monitor and report team day to day activities
- Manage and close urgent and critical cases
- Provide daily dashboards to Call Center Manager
- Carry out on-going process improvement activities
- Manage individual quality through weekly validation
- Provide coaching and support to improve team knowledge
- Train team members on new products
Qualifications
- Strong background in customer service in insurance or hospitals
- Strong communications skills
- Strong trouble shooting, problem-solving and analytical skills
- Excellent follow up skills