Call Center Manager - Afternoon Shift

Description

Job Summary: We are seeking a Call Center Manager to provide telephone counseling and manage inquiries, incidents, and appointments for mutual members at the Madrid Delegation. Key Responsibilities: 1. Telephone counseling and management of mutual members' inquiries 2. Management of patient incidents and complaints 3. Appointment coordination and resolution of queries regarding healthcare centers The Mutualidad de Futbolistas is a specialized insurance entity providing healthcare assistance to football players injured during official federated football activities and is a global reference in this type of service. We are looking for a candidate to fill the position of Call Center Manager at the Madrid Delegation. Reporting to the Delegation Director, key responsibilities include, but are not limited to: * Providing telephone counseling and responding to all mutual members' inquiries. * Managing and responding to patients' phone calls, delivering accurate information regarding appointments, diagnostic tests, and various requests. * Managing patient incidents and complaints, identifying appropriate solutions on a case-by-case basis. * Scheduling and coordinating patient appointments, optimizing the use of available time slots. * Providing counseling and resolving queries related to contracted healthcare centers. * Performing any other duties inherent to the role within the scope of responsibility. **Requirements:** * Vocational training qualification (FP Level 1) in administration or equivalent. Postgraduate qualifications related to the role will be valued. * Minimum one year of experience in customer service or similar positions, preferably within the healthcare sector. * Advanced computer skills in Microsoft Office Suite. * Residence in Madrid or surrounding areas. * Availability: Immediate. Additional assets include: * Complementary training in patient care or healthcare administration. * Familiarity with technological tools for appointment and patient management. * Prior experience in the healthcare sector or in a medical care center. **Personal and Professional Competencies:** * Clear and empathetic communication skills, with the ability to handle high-pressure situations. * Ability to organize and manage multiple tasks efficiently. * Strong problem-solving and decision-making capabilities. * Teamwork orientation and patient-centered approach. **What We Offer:** * Indefinite part-time employment contract. * **Working hours: Monday to Friday, 3:30 PM to 8:00 PM.** * Salary: €9,623.92 gross per annum. * In-kind benefits as stipulated in the collective agreement. Applicants must send their CV indicating the job reference to: **seleccion@mutualidaddefutbolistas.com** CVs must be up-to-date, specifying the extent to which the required qualifications are met and detailing relevant experience in the described responsibilities. Job Type: Part-time Salary: €9,623.92 per year Work Location: On-site