Call Center Group Manager

Meliva Lietuva is one of the largest private healthcare networks in Lithuania, uniting 86 clinics, 5 laboratories and 2 aesthetic surgery centres across the country. Our team consists of almost 4,000 professionals in their field, who take care of the health and well-being of patients every day. We are constantly growing, implementing innovations and looking for new solutions to bring quality healthcare services as close as possible to every person. The basis of our activities is people, cooperation and sincere care.

A centralized Call Centre team serves patients of Meliva Lietuva clinics throughout Lithuania – registers for visits and answers any questions. We work in several groups serving different clinics. We closely cooperate with colleagues from clinics, constantly deepening our knowledge and improving patient service.

We invite a group leader or manager to join us who would coordinate the patient service group of diagnostic clinics. Here you will care about both people and results: you will help the team grow, ensure quality service via phone and other channels, and smooth cooperation with clinics. A responsible job awaits you, where you will be able to apply your experience and delve deeper into the field of medical services.

You will lead a group of call center specialists: you will participate in the selection of employees, take care of the introduction of new employees, daily assistance and professional growth of the team.
You will coordinate daily work - you will create schedules, distribute tasks, set priorities, monitor their implementation and provide feedback.
You will help colleagues answer emerging questions and solve complex patient service situations.
You will develop team consulting and sales skills: you will help colleagues understand the patient's need, present relevant services and complete the conversation with the patient's necessary registration for a visit.
You will monitor the quality of service, registrations and other performance indicators, prepare reports and turn insights into specific actions.
You will cooperate with clinics, managers of other groups and colleagues - you will ensure a smooth exchange of information and resolution of common issues.
Together with colleagues, you will propose and implement ideas that help the entire Call Center work more efficiently, improve the experience of patients and employees and create a good atmosphere in the team.

You have at least 2 years of experience working in a contact center. You have experience in leading a team, introducing new employees or developing colleagues.
You have strong customer service skills.
You are empathetic, able to motivate and mobilize a team, clearly communicate expectations and provide feedback.
You are able to organize work, analyze performance indicators, make decisions and take responsibility for results.
You are proactive, value teamwork, want to learn and deepen your and your team's knowledge of medical services. Experience in the medical field is a great advantage.
Experience in sales/outbound calls is an advantage.
You speak Lithuanian at the level of a native speaker.
You speak English well, and knowledge of Russian is an advantage.

2300-2900 €/mon. gross

J. Balčikonio g. 3, Vilnius Calculate your travel time to work