Call Center Supervisor

About the Role

The ideal candidate will take full responsibility for the operational aspects of a multi-site healthcare contact center. This includes making decisions backed by data, effectively coaching the team, managing structured escalation processes, and ensuring smooth day-to-day running of contact center operations.

Primary Duties

• Oversee daily contact center operations including staff scheduling and distribution of agents.
• Track and manage inbound, outbound, missed, and unanswered calls efficiently.
• Handle appointment-related tasks such as scheduling, confirmations, rescheduling, recovering from no-shows, and maintaining patient follow-ups.
• Monitor lead follow-up activities and conversion rates for appointments.
• Assess call quality through audits, provide coaching, and evaluate staff competencies.
• Address complaints, manage escalation processes, and respond to system downtime issues promptly.
• Ensure correct and consistent use of call center and CRM technologies.
• Compile and present performance reports daily, weekly, and monthly.
• Collaborate closely with departments like Operations, clinics, Marketing, IT, Quality, and Guest Relations.

Candidate Requirements

• Minimum of a bachelor's degree in a related discipline.
• At least four years of experience in call center or customer service environments with a minimum of two years in a supervisory leadership capacity.
• Comprehensive understanding of call center key performance indicators, workforce scheduling techniques, quality assurance, and performance management strategies.
• Fluency in both Arabic and English languages for effective communication.
• Proficiency in Excel and in generating operational performance reports.
• Previous experience in healthcare or patient access services is highly regarded.
• Familiarity with platforms such as Vocalcom, Electronic Medical Records (EMR), CRM systems, or appointment management software is considered a plus.