The bright Side of Investment
Call Coaching Advisor
Location
Sri Lanka
Posted
3 days ago
Salary
Rs90K / month
Seniority
Senior
Job Description
Call Coaching Advisor
Africa Bright
• The Call Coaching Adviser/Analyst is responsible for improving new patient call conversions by coaching front office teams on effective, patient-centric call handling. • The role involves monitoring and reviewing inbound calls, providing actionable feedback, and delivering tailored coaching to enhance patient engagement and appointment scheduling. • Additionally, the adviser supports the call review team through regular reporting and performance analysis, offering insights to improve call processes. • Main Goals: Coach front office teams to improve call handling and new patient conversion rates through patient-centric interactions. • Monitor calls, analyze trends, provide feedback, and identify improvement areas. • Assist in bi-weekly/monthly call reviews, providing insights and reports on new patient call activities within given deadlines while maintaining standards and accuracy of outputs. • Develop strategies to meet client goals and improve call handling and patient engagement. • Stay updated on best practices and innovative training, and call strategies.
Job Requirements
- Ability to coach front office teams on effective call handling to improve patient experience, satisfaction, and new patient conversions.
- Proficient in reviewing and analyzing calls to deliver actionable feedback that improves call quality and performance.
- Strong ability to analyze call data and generate insights on conversions, key patient concerns, successful practices, and trends to support client goals.
- Ensures accurate and thorough inbound call reviews, including guideline adherence and precise tagging in the call tracking system.
- Ability to manage time effectively across coaching, call reviews, analysis, and reporting to meet deadlines.
- Willingness to learn continuously and adopt best practices and new tools to improve call handling.
- Strong interpersonal skills to collaborate with clients and internal teams to drive improvements.
- Ability to clearly communicate insights and performance trends with actionable recommendations.
- Tech-savvy, with comfort using call tracking, analytics, and reporting tools to monitor performance.
Benefits
- Schedule your 8-hour workday within the specified time frame.
- Work-from-Home: Enjoy the convenience of remote work.
- EPF/ETF: Enrollment in Sri Lanka’s employee provident and trust funds.
- Legal Compliance: Adherence to the Sri Lankan Shop and Office Act.
- Paid leave, selected training/certification programs, and performance-based annual rewards.
- Global Exposure: Work with international clients and a diverse team of 250+ employees worldwide.
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