Contact Centre Supervisor - Farnborough, United Kingdom - LYPHE Group
Description
About us
At Lyphe we are on a mission to improve the life of people with unmet medical needs and the role of Contact Centre Supervisor is central to achieving this mission.
You will be supporting a team of Patient Services Coordinators who have the responsibility to take patients through their journey from initial enquiry to prescription received in pharmacy and beyond (aftercare), in a proactive, compassionate and ethical manner; ensuring that the patients have received the best level of care.
Without the best talent, we cannot help our customers reduce their suffering and live better-quality lives.Our work environment includes:
- Modern office setting
- Workfromhome days
- Wellness programmes
- Casual work attire
- Onthejob training
- Company perks
- Patient and team leadership focus
- Provide a high standard of service and care
- Proactive approach to guiding a team and leading be example
- You find problem solving and prioritizing enjoyable
- Creative and positive approach to all responsibilities and team
- Commercial awareness and target driven
- Team management and performance development skills
Responsibilities:
- Monitor and evaluate the performance of call centre agents.
- Ensure customer satisfaction by responding to customer inquiries in a timely manner.
- Train and develop call centre agents on customer service and product knowledge.
- Provide feedback to agents on their performance.
- Create reports on call center performance metrics.
- Monitor call center operations to ensure compliance with company policies and procedures.
Essesntial Experience/Skills:
- Advanced Customer Service and Patient Care
- Contact Centre Leadership
- Advance Computer Literacy, including Microsoft Office and Software experience
- Esclation Resolution
- Coaching, mentoring and training experience
- Confident with GDPR & Regulations
- Excellent written and verbal communication skills
Desirable Experience/Skills:
- Previous Supervisor/Manager experience
- CQC Knowledge
Benefits:
- Additional leave
- Company pension
Schedule:
- Monday to Friday
- No weekends
Work Location:
In person
Expected start date: 03/07/2023
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