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call center supervisor

American Hospital Dubai

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow. Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul>PROFESSIONAL EXPERIENCE:<ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

Call Center Manager

Harley International Medical Clinic

We Are Hiring: Experienced Call Center Executive (Male)Key Responsibilities:<ul><li>Handle high-volume inbound and outbound calls professionally</li><li>Manage appointment bookings, rescheduling, cancellations, and follow-ups</li><li>Provide accurate information regarding doctors&rsquo; schedules, services, and clinic policies</li><li>Maintain excellent customer service standards</li><li>Coordinate with front desk and clinical teams to ensure smooth patient flow</li><li>Maintain call logs and daily reports</li></ul>Requirements:<ul><li>Minimum 2&ndash;3 years of call center experience (preferably in a medical clinic/hospital)</li><li>Strong communication skills in English &amp; Hindi</li><li>Ability to work under pressure in a fast-paced environment</li><li>Proficiency in MS Office and call center systems</li></ul>Benefits:<ul><li>Competitive salary</li><li>Medical insurance</li><li>Annual paid leave</li><li>Visa</li></ul>Job Type: Full-timePay: AED2,500.00 - AED3,000.00 per month

Experienced Call Center Executive (Male)

Meraki Group

Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures. Key Responsibilities <ul><li>Answer inbound calls from families promptly and professionally.</li><li>Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.</li><li>Handle parent inquiries, complaints, and requests with accuracy and empathy.</li><li>Provide detailed information about the school, its processes & upcoming events/ activities.</li><li>Record & update details of all interactions in the CRM.</li><li>Escalate complex issues to senior team members & refer cases to specific teams depending on case history.</li><li>Achieve daily/weekly/monthly call handling and performance targets.</li><li>Maintain a positive, professional, and courteous tone during all customer interactions.</li><li>Follow call scripts, quality standards, and compliance guidelines.</li></ul> Qualifications <ul><li>Bachelor's degree is a must.</li><li>Prior customer service or call center experience is an advantage but not mandatory.</li><li>Excellent English communication Skills.</li><li>Active listening and problem-solving abilities.</li><li>Ability to remain calm under pressure and handle difficult parents.</li><li>Basic computer knowledge and familiarity with MS Office/CRM tools.</li><li>Flexible working in shifts for an international location.</li></ul>

Call center Executive

Sharaf DG

<div>
 
 Job Summary &amp; Purpose:
 
 
 Ensure a professional and service-oriented work environment by monitoring subordinate performance and taking the necessary actions to motivate when required. Using effective communication skills is expected to liaise and supervise effectively the team. Achieve process SLAs and targets. Team leaders must be well versed in all aspects of reporting, communications technology, and terminology as well as organizational procedures.
 
 
 
 Key Performance Areas (KPAs) &amp; Principal Accountabilities:
 
 
 1. Leading a team of advisors handling Social Media platforms which also includes training, coaching, and mentoring them for excellent Customer Experience.
 
 2. Monitoring social media channels for handling and providing end-to-end resolution of E/R/C raised by customers on different SM handles.
 
 3. Ensuring the team is identifying customers&rsquo; needs, clarifying information, researching every issue, providing solutions within SLA, and offering support to customers with quality interaction for end-to-end resolution within timelines.
 
 4. Interaction with call center partners and internal team for ensuring process excellence, and coordination.
 
 5. Ensuring customer-focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
 
 7. Report generation and circulation as per the requirement
 
 8. Meets requirements of the job such as adherence to monthly KPI and the ability to multi-task, prioritize, and manage time effectively and introduce new / latest methodology to the process
 
 9. Ensure SDG data prevention, decorum, and discipline are in line with the requirements of the process
 
 10. Perform any additional duties as required by the company, including cross-functional coordination with teams such as Marketing, Warehouse, Category Management, and other relevant departments. The role may also involve handling ad-hoc tasks based on business needs.
 
 
 
 
 Requirements
 
 
 Experience (Yrs &amp; Field) : Minimum of 3 years of Team Leader experience in a Call Center /Customer care
 
 Educational Qualification : Graduate
 
 Professional Certifications : Customer Service Work Shops/IT Diplomas
 
 
 Skills &amp; Abilities:
 
 &bull; Excellent verbal and written communication skills, Excellent telephone etiquettes
 
 &bull; Strong people and customer focus with problem-solving skills
 
 &bull; leadership qualities, strong team player with good interpersonal skills
 
 &bull; Ability to clearly articulate expectations
 
 &bull; Ability to deal with stressful situations
 
 &bull; Skilled Computer professional with technical aptitude
 
 
 
 
</div>

Team Leader - Call Center

Kaya Skin Clinic

We are seeking a professional and customer-focused Arabic Speaking Contact Center Team Leader to join our AESTHETIC CLINIC. The ideal candidate will handle incoming customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience.<ul><li>Patient Engagement: Engage with patients warmly and professionally, demonstrating empathy and understanding, Foster a welcoming atmosphere over the phone, ensuring patients feel valued and cared for.</li><li>Appointment Optimization: Collaborate with healthcare providers to optimize appointment scheduling for efficient clinic operations,Assist patients in selecting suitable appointment times based on their preferences and medical requirements.</li><li>Clinic Information Relay: Clearly communicate clinic information, including pre-appointment instructions and post-visit follow-up procedures, educate patients on available clinic services and resources.</li><li>Patient Advocacy: Advocate for patients by ensuring their needs and concerns are addressed promptly and appropriately, Work closely with other departments to resolve issues and improve overall patient satisfaction.</li><li>Multichannel Communication: Utilize multiple communication channels, including telephone, email, and messaging systems, to ensure patients receive information through their preferred medium,Monitor and respond to clinic voicemail and email inquiries in a timely manner.</li><li>Data Accuracy: Maintain meticulous accuracy when updating patient records in the electronic health records (EHR) system, Conduct regular reviews to identify and rectify any discrepancies in patient information.</li><li>Performance Metrics: Meet and exceed performance metrics related to call handling, patient satisfaction, and appointment scheduling efficiency, Participate in performance reviews and actively seek opportunities for professional development.</li><li>Healthcare Compliance: Adhere strictly to healthcare confidentiality and privacy regulations,Stay informed about changes in healthcare compliance standards and implement necessary adjustments in daily practices.</li><li>Inbound and Outbound Calls: Handle incoming calls from potential clients and initiate outbound calls to follow up on leads.</li><li>Product/Service Knowledge: Possess in-depth knowledge of clinic services, promotions, and pricing to effectively communicate value propositions to potential clients.</li><li>Customer Relationship Management: Build and maintain strong relationships with clients, ensuring customer satisfaction and retention.</li><li>Documentation: Prepare and submit daily, weekly, and monthly reports to the Contact Center Manager.</li><li>Follow-Up Procedures: Develop and implement effective follow-up procedures to nurture leads, address concerns, and maintain engagement with potential clients.</li><li>Feedback Loop: Establish a feedback loop with the marketing team to share insights on the effectiveness of promotional campaigns and identify areas for improvement.</li><li>Training and Development: Actively participate in ongoing training sessions to stay updated on new clinic services, Appointment techniques, and product knowledge.</li><li>Complaint Resolution: Handle customer complaints or concerns promptly, ensuring a positive resolution and a high level of customer satisfaction.</li><li>Documentation Improvement: Continuously review and enhance documentation processes, ensuring accuracy in recording customer details, preferences, and sales interactions.</li><li>Performance Metrics: Regularly monitor and analyze individual performance metrics, such as conversion rates, call success rates, and average handling time, to identify areas for improvement.</li><li>Collaboration with Support Teams: Collaborate with other departments, such as customer support and billing, to streamline processes and address client inquiries effectively.</li><li>Planning and Organization: Efficiently plan and organize daily tasks, ensuring optimal time management and productivity in achieving daily targets.</li><li>Adherence to Managerial Directives: Execute tasks as required by the manager, demonstrating flexibility and responsiveness to changing priorities and directives.</li></ul>Job Type: Full-timeWork Location: In personJob Type: Full-time

Call Center Team Leader - Healthcare - Arabic

First Abu Dhabi Bank (FAB)

Company Description Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry. Job Description JOB PURPOSE: To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues. Specific Job Responsibilities <ol> <li>Provide excellent customer service by attending to incoming calls within quality guidelines.</li> <li>Handle and resolve customer complaints to their satisfaction within the defined authority limits and escalate as per process.</li> <li>Recommend potential products or services to management by collecting customer information and analyzing their needs.</li> <li>Ensure the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.</li> <li>Contribute to the business by generating new prospects/leads and upselling FAB products.</li> <li>Maintain customer records by updating customer history through service requests, complaints, and notes.</li> <li>Maintain confidentiality of the bank's customers and data.</li> <li>Ensure the business complies with the bank's policies and standards, as well as local laws and regulations.</li> <li>Attend to special tasks assigned by team leaders and managers.</li> <li>Demonstrate flexibility in adhering to scheduled shifts and on-call/unplanned shifts to meet service level and abandoned rate targets.</li> <li>Ensure punctuality, adherence to policies and procedures, and discipline within the center.</li> </ol>

Call Center Executive - Emiratized Role

Explore 1041+ Call center supervisor in Dubai this December. Find roles across top companies and apply now to boost your career.