Call Center Supervisor

We are seeking an experienced and results-driven Call Center Supervisor to oversee the daily operations of our customer service and patient support team.

The ideal candidate will have a strong background in the healthcare or medical sector, proven leadership skills, and the ability to drive team performance while ensuring exceptional patient and customer experience.

Key ResponsibilitiesSupervise and manage the daily activities of the call center team.Monitor team performance, productivity, and service quality to ensure achievement of departmental KPIs.Provide coaching, guidance, and ongoing support to call center agents.Conduct regular performance evaluations and identify development opportunities.Ensure compliance with company policies, healthcare regulations, and patient confidentiality standards.Handle escalated customer and patient inquiries, complaints, and complex cases.Monitor call quality and implement continuous improvement initiatives.Prepare and analyze performance reports, identifying trends and recommending corrective actions.Coordinate workforce scheduling to ensure adequate coverage and operational efficiency.Collaborate with other departments to improve patient experience and service delivery.

Qualifications & RequirementsBachelor's degree in Business Administration, Healthcare Management, Pharmacy, Medicine, Nursing, or a related field.Minimum 5 years of experience in a Call Center environment, including at least 2 years in a supervisory or team leadership role.Previous experience in the medical, healthcare, hospital, clinic, pharmaceutical, or healthcare services sector is mandatory.Strong knowledge of call center operations, quality management, and customer service best practices.Excellent leadership, coaching, and people management skills.Strong analytical and problem-solving abilities.Proficiency in CRM systems and Microsoft Office applications.Excellent communication skills in Arabic and English.

Employment Type: Full-Time