With our Hospitals and Medical Centre in Ajman, Fujairah, Sharjah and Dubai, Thumbay Chain of Hospitals are one of the largest health care providers in the region. The group focuses on three pillars Education, Healthcare, and Research.
At Thumbay Hospitals we aim to provide exceptional quality of care with the latest technology, a highly-skilled medical workforce from 20 nationalities, speaking more than 50 languages, treating our guests from more than 120 nationalities worldwide
Responsibilities: - Attend all Breakdown calls and closure within the assigned service parameters of response time by proper allocation of time to achieve customers satisfaction. - Have complete ownership of the service delivery process for the assigned customer base
Meet the Service KPIs like RT (Response Time), DTR (Days to Repair), DT (Down Time), FTFR (First Time Fix Rate ), etc set for the service
Must have a minimum of 3 years of experience as a Team Leader in a BPO/ Call center and a total of 8 to 10 years experience in the BPO industry.
- Have complete ownership of the service delivery process for the assigned customer base
Oversees day to day operations and ensure that team members follow define procedures and comply with quality requirements
Team Handling, Team Management, Daily Reports, Attrition Control, Escalation Management, and Other KPIs and KRAs of the Team.
Ensure daily meeting of service level & Shrinkage.
Conduct Huddles pre and post Shift
Should have hands-on experience in team management & KPIs like AHT, Shrinkage, Attrition, Occupancy,
Should be Excellent communication skills in English
Should be graduated in any Stream.
Preference will be given for immediate joiners and should have valid passport