Mohammed Khalid Ahmed Siddiqui

• Represents administrators to public by handling and screening incoming telephone calls, emails and VOC ; recording and transmitting messages; receiving and booking scheduled and unscheduled visits.
• Arranges appointments for Nurses, doctors & Physiotherapist by maintaining Trakcare calendar, rescheduling appointments when conflicts arise.
• Provides office services support for Coordinators by inputting data proofreading documents, gathering information; preparing reports; maintaining files; ordering and maintaining supplies and equipment.
• Enhances hospital's customer service reputation by assisting patients, to resolve expressed concerns.
• Outpatient approval as per policy standards by Uploading claims, submission and re submission of claims.
• Supports inter- and intra-departmental cooperation by contributing to effective working relationships.
• Accomplishes administration and hospital mission by completing related results as needed
• Submitted reports to manager regarding client condition updates.

• Advise on UAE Labor, Employment and HR laws & procedures to employer, employees & HR officials.
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Worked flexible hours, covering nights, weekends and Public holidays.

• Handling team for recruitment and talent acquisition initiatives for many divisions
• Identify new business opportunities and plan staffing requirements to meet Client needs.
• Focused in recruitment solutions via methodologies of executive search, Online recruitment, head hunting and portfolio networking.
• Constant research in finding new sources and innovative ways for active and passive candidate recruiting.

Responsible for Recruitment and Selection Process to achieve company's man power plan.

Deal with different recruitment channels.

Designed and implemented a new HR On-Boarding Program

Responsible for handling pre- Employment Tests "IQ, English & Typing Tests"

Prepare comments sheets and reports accordingly.

Responsible for preparing employees job offer according to salary structure.

Manage exit process for staff, carrying out exit interviews

Responsible for employee’s attendance sheet.

Responsible for overseeing performance of a team of contact center operators. Provide leadership, coaching and support to team when needed, and develop plans to achieve contact center targets. Receive and take care of escalations and put action plan accordingly.

• Help in creating and enhance call center KPI list and monitor team performance accordingly.
• Create action plans for team members who needs support and more improvement in their performance.
• Handel compliance and escalation from team members.
• Facilitating meetings with manager to discuss performance issues and provide feedback on progress.
• Managing employee performance, including conducting performance evaluations, call qualities and providing feedback to employees.
• Conducting training sessions to help employees improve agent skills and learn new processes.
• Reviewing incoming calls to determine how best to respond to customer inquiries.