Coordinator (Contact Centre)

Department:Patient Access

Entity:Aga Khan University Hospital

Location:Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centres, and over 300+ Clinical Laboratories, 50+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Responsibilities:

You will be responsible to:

• Review KPIs regularly, ensure team members meet set KPIs, conduct team huddles, and debriefs for knowledge sharing.
• Manage KPIs: Patient Appointments, FCR, Response Time, AHT, Service Level, etc. Timely and accurate report circulation.
• Liaise with stakeholders for continuous improvements in operations.
• Ensure compliance of all AKUH HR and Departmental SOPs & Policies
• Manage staff schedules, monitor attendance, ensure adherence to shift roster, and take corrective actions when needed.
• Manage high customer satisfaction through quality services and timely responses.
• Conduct performance evaluations, ensure correct appointment bookings, and provide necessary training for staff.
• Coordination with HR and vendors for smooth operations.
• Ensure adherence to policies, conduct system and stock audits.
• Timely procurement of required stock and equipment replacements.
• Manage and arrange departmental events, including internal engagements and team building activities.
• Enhance organization’s reputation by applying CARR / Service Excellence standards.

Requirements:

You should have:

• Bachelor’s or master’s degree from a recognized institution
• Minimum 4-5 years of Contact Centre/Call Center experience including 2-3 years management experience as Team Leader or Supervisor.
• Excellent operational and people management skills
• Exceptional customer service skills.
• Excellent written and verbal communication skills in English and Urdu.
• Strong presentation, interpersonal and active listening skills.
• Sound knowledge of the Contact Centre technicalities, key performance indicators (KPIs) and Performance Management & Monitoring tools.
• Proficient with various software programs including but not limited to Telephony, CRMs, MS Office etc.
• Willingness to work in shift duties (6 days a week) and on national holidays.
• Ability to multi-task and effectively work in teams as well as independently.

Comprehensive employment reference checks will be conducted.