We are looking to hire a Head of the Call Center to provide leadership over the Inbound & Outbound Contact Centers. This role will be responsible for managing all aspects of the call centre, including customer service agents and supervisors. The ideal candidate will have an understanding of how to create and maintain a culture that fosters employee engagement, as well as an eye for detail when it comes to customer satisfaction.

Our client offers a variety of services, as well as a premium approach to patient care through its modern facilities and cutting-edge technologies. Their team of healthcare professionals will attend to your healthcare needs, ensuring a seamless end-to-end journey as patients are at the heart of everything they do.

The Head of the Call Center will be responsible for ensuring that department goals and objectives are met within budget and timeframes, while also providing guidance and support to the team. The position reports directly to the Business Planning Director but has significant autonomy in managing daily operations.

Responsibilities:

• Lead all aspects of the Inbound & Outbound Contact Centers, including customer satisfaction surveys, employee engagement surveys, and performance reviews.
• Develop and implement new strategies for increasing sales through the effective use of customer service agents' time and resources.
• Manages the departmental calendar to maximise sales opportunities by including promotions, exclusives, and campaign activities.
• Establishing and overseeing the adoption of departmental vision, mission, and values.

Qualifications:

•  A master's degree in Communications, Marketing, Business Management, Business Administration or any other related field.
• At least five years of experience as a contact centre manager and/or senior contact centre manager.
• Proven and successful leadership skills with a focus on the development of a team.
• Experience in identifying product/market situations, analySing raw data and information, and transforming it into actionable sales strategies and approaches.