Join our dynamic team as a Call Center Manager, where you'll play a pivotal role in ensuring the seamless operation of our national free helpline for oncology patients and their families. You'll lead a dedicated team of operators, manage complex calls, and integrate information using our call center software connected to our CRM.
Key Responsibilities:
- Coordinate and support the Oncoline team, organizing and monitoring their activities.
- Provide direct intervention in complex cases and offer urgent emotional support.
- Ensure accurate and complete data entry in the CRM through automated call center software integration.
- Monitor real-time team performance and activity indicators via the software dashboard.
- Standardize and verify the communication quality of the team.
- Submit periodic reports on Oncoline activities, including calls, CRM integration, and case direction.
- Communicate consistently with project coordinators and actively participate in patient navigation initiatives.
Required Skills and Competencies:
- Excellent communication and active listening skills.
- Experience in call center operations or small team coordination.
- Basic experience or skills in psychology/counseling for patient support.
- Basic technical knowledge of call center software and CRM usage.
- Analytical and reporting skills (dashboards, KPIs).
- Empathetic leadership and team motivation abilities.
- Organizational skills, multitasking, and emotional resilience.
- Adherence to confidentiality and GDPR standards.
- Adaptability to unforeseen situations.
- Intermediate English language proficiency.
Benefits:
- Be part of the most ambitious psycho-emotional support project for cancer patients in Romania.
- Join an enthusiastic and dedicated team.
- Receive a competitive salary.
- Access to professional, personal, and spiritual development courses, retreats, and workshops.
Asociatia SURSA
