Call Center Supervisor - Healthcare Sector

• Supervise daily call center operations to ensure efficient handling of patient inquiries, appointment bookings, cancellations, and follow-up calls.
• Monitor team performance and ensure service level agreements (SLAs), response times, and quality standards are consistently achieved.
• Lead, coach, and motivate call center agents to deliver professional, accurate, and patient-focused customer service.
• Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans when required.
• Ensure all patient interactions comply with healthcare regulations, privacy policies, and confidentiality requirements.
• Manage staff scheduling, attendance, shift planning, and workload distribution to maintain adequate coverage at all times.
• Handle escalated patient complaints, concerns, and service issues, ensuring timely and satisfactory resolution.
• Monitor call recordings and quality assurance reports to identify training needs and improve service delivery.
• Prepare and analyze operational reports, including call volumes, abandonment rates, response times, and customer satisfaction metrics.
• Coordinate with medical departments, clinics, physicians, and administrative teams to ensure accurate information is provided to patients.
• Train new employees on healthcare procedures, call center systems, patient communication standards, and organizational policies.
• Ensure accurate documentation of patient interactions, appointments, and service requests within healthcare information systems.
• Support the implementation of new healthcare programs, services, and communication campaigns within the call center.
• Identify process improvement opportunities to enhance patient experience, operational efficiency, and service quality.
• Monitor adherence to scripts, protocols, and standard operating procedures while maintaining a patient-centric approach.
• Assist in developing and updating call center policies, workflows, and service guidelines.
• Manage real-time call center performance and take corrective actions to address service disruptions or staffing shortages.
• Collaborate with IT and system support teams to resolve telephony, CRM, and healthcare application issues.
• Ensure patient requests, referrals, and inquiries are routed accurately and promptly to the appropriate departments.
• Maintain high levels of patient satisfaction by promoting professionalism, empathy, and effective communication among team members.
• Support audit activities and ensure compliance with healthcare accreditation and quality standards.
• Generate management reports and provide recommendations for operational improvements and resource planning.
• Track key performance indicators (KPIs) and implement strategies to improve productivity, quality, and patient engagement.
• Participate in workforce planning, recruitment, onboarding, and retention initiatives for call center staff.
• Ensure business continuity and service availability during emergencies, peak periods, and operational challenges.

Pay: QAR1.00 per month

Education:

• Bachelor's (Required)

Experience:

• Healthcare Environment : 5 years (Required)

Language:

• Arabic (Required)

Work Location: In person