İletişim Merkezi Yetkilisi
- Antalya
- Sürekli
- Tam zamanlı
- Managing the daily running of the contact centre, including sourcing equipment, effective resource planning and sales strategies in line with business requirements and targets,
- Applying contact centre strategies in line with company policies to improve operational performance and sales, ensuring employee adherence to Contact Centre procedures,
- Setting/meeting performance targets in relation to business development, people management, efficiency, productivity, sales, quality and cost effectiveness,
- Liaising with sales leaders, operational managers, Human Resources Department, CEO and third parties to gather information and resolve issues,
- Ensuring all relevant communications and data are updated and recorded for an accurate monthly management report relating to Contact Centre performance to the CEO,
- Maintaining up-to-date knowledge of industry developments and involvements in dental technology, products, dental techniques and patient expectations,
- Ensuring the effective management of patient communications to ensure a satisfactory conclusion, with a focus on customer service and sales
- Developing presentations, documentation and talks to motivate and educate Contact Centre personnel, ensuring training needs are identified and actions are taken to address issues in a timely manner,
- Ensuring Contact Centre statistics are accurate and in line with Company and Contact centre KPI’s and other important performance levels,
- Initiating and coordinating together with the Human Resources Department, bonuses, promotions, reward and incentive schemes,
- Coaching, motivating and retaining Contact Centre personnel in line with retention targets and communicating company developments and goals as requested and at the right time,
- Ensuring patient satisfaction by conducting periodic surveys to demonstrate patient satisfaction levels,
- Ensuring shift patterns and the number of personnel required to meet current demands are arranged in line with business needs,
- Delegating tasks to Contact Centre personnel as required, providing instructions and assistance as needed and ensuring that any areas where Contact Centre personnel are non-compliant are identified and issues are resolved swiftly,
- Ensuring Contact Centre quality assessments are fairly and accurately conducted without bias,
- Assisting in the creation of case management records/ reports relating to daily problems and remedial actions taken,
- Leveraging Data and insights gathered in the contact centre to recommend, influencing and implementing process improvement opportunities,
- Analysing and communicating foreseeable risks associated with the Contact Centre performance and patient experience openly to Human Resources and CEO.We aim to recruit the suitable candidate who is/has,Qualifications
- Detail-oriented and possesses a solid understanding of the business and company mission, vision, core values and strategy,
- Strong in time management, organising and multi-tasking in a contact centre environment
- An excellent understanding of B2C sales
- Able to make sound decisions based on the evidence available and communicate to related parties,
- Exceptional in interpersonal relations, customer service, problem-solving, verbal and written communication, sales and conflict resolution skills,
- Able to complete tasks independently according to the order of priority and company policy,
- Proficiency with necessary technology, including computer software, social media and other applications,
- The ability to delegate effectively and monitor closely personnel handling,
- A critical thinker from a non-emotional standpoint, possessing the emotional intelligence necessary to deal effectively with unsatisfied patients and colleagues,
- Proactive in identifying the root cause of the problem and proposing realistic solutions suitable for the business,
- The ability to lead a team emphasising excellence and company goals,
- Result oriented with a deep understanding for openness, transparency and ethical standards.
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