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Africa Bright

The bright Side of Investment

Call Coaching Advisor

GeneralGeneralFull TimeRemoteSeniorTeam 11-50Since 2020H1B No SponsorCompany SiteLinkedIn

Location

Sri Lanka

Posted

3 days ago

Salary

Rs90K / month

Seniority

Senior

High SchoolEnglish

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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