Call Center Supervisor

We are searching for Call Center Supervisor with Healthcare Experience to supervisor the call center team

Responsibilities

• Recruit, train, and mentor contact center staff
• Schedule and manage staff shift to ensure adequate coverage during peak hours and clinic demand periods.
• Oversee the daily operations of the contact center, ensuring smooth and efficient appointment confirmations, inbound calls, and patient follow-ups.
• Monitor appointment scheduling and confirmation accuracy within the Clinic Pro and Wati systems to prevent errors and improve patient experience.
• Track key performance indicators (KPIs) such as call volume, response times, appointment confirmation rates, and patient satisfaction scores.
• Analyze daily and weekly reports to assess trends, identify improvement areas, and make data-driven decisions.
• Conduct ongoing training sessions to improve team skills in communication, empathy, and efficient appointment handling.
• Work closely with clinic departments, including administration, reception, and medical staff, to align contact center operations with clinic-wide goals.
• Communicate with patients effectively during crises to maintain trust and provide clear guidance on rescheduling, cancellations, or changes.
• Monitor and manage patient satisfaction scores, identifying service gaps and taking proactive steps to improve.

Qualification:-

• Bachelor’s degree in marketing or related field preferred.
• At least 2 years of professional experience in similar position
• Familiarity with medical services and terminology is a plus. Proficiency in CRM software and Microsoft Office Suite.
• Proficiency in both Arabic & English languages is a must (speaking, reading, writing)

Job Type: Full-time