Assistant Operations Manager, Call Centre - Doctor Anywhere｜Meet.jobs

Reporting to the Operations Manager, the successful incumbent will be responsible for:

• Leading the Call Centre team to support daily operations and ensuring smooth delivery of services
• Answering questions from both Providers and Insurers, guiding the team through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching team regarding processes and practices, and explaining expectations to them
• Ensuring team members are achieving desired service levels and taking corrective action, as needed.
• To carry out any other duties and responsibilities as assigned

Responsibilities:

• Minimum Diploma / Degree in relevant disciplines, preferably with a few years of experience leading a Call Centre team
• Excellent telephone etiquette with good disposition, strong interpersonal skills and attentive listening skills
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Strong coaching and leadership skills, ability to motivate employees
• Bilingual, proficient in Microsoft Office applications (Outlook, Excel & Word)
• Individuals with customer service/healthcare/insurance related experience as well as medical knowledge will be advantageous

At Doctor Anywhere, you’ll have the opportunity to be at the forefront of technology and innovation as we continue to grow and evolve. We’re made up of passionate, creative and strong-minded folks that love to get things done in a fast-paced environment. We are constantly seeking entrepreneurial, dynamic and collaborative individuals to join our team.