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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

BGroup

Key Responsibilities:Leadership &amp; Strategy<ul><li>Develop and implement the overall call center strategy to meet company objectives in sales, service quality, and customer retention.</li><li>Lead, mentor, and motivate call center supervisors, quality analysts, trainers, and agents to achieve performance targets.</li><li>Establish KPIs and monitor daily, weekly, and monthly performance metrics.</li><li>Drive a culture of accountability, teamwork, and continuous improvement.</li></ul>Operations Management<ul><li>Oversee daily call center operations to ensure smooth workflow, effective scheduling, and optimal resource utilization.</li><li>Ensure compliance with company policies, scripts, and service standards.</li><li>Implement and monitor processes for call quality, productivity, and performance optimization.</li><li>Handle escalations and complex customer issues, ensuring timely resolution.</li></ul>Sales &amp; Performance<ul><li>Set and monitor sales targets for telesales teams.</li><li>Identify opportunities to improve conversion rates and customer engagement.</li><li>Develop performance incentives and recognition programs to drive results.</li></ul>Training &amp; Quality Assurance<ul><li>Coordinate with the training and QA teams to ensure consistent product knowledge, call handling standards, and customer satisfaction.</li><li>Review and analyze call recordings and reports to identify areas for improvement.</li><li>Implement corrective actions and coaching programs to enhance performance.</li></ul>Reporting &amp; Analysis<ul><li>Analyze operational data and prepare management reports on performance, customer feedback, and trends.</li><li>Use insights to drive strategic decisions and process improvements.</li><li>Manage call center budgets and operational costs efficiently.</li></ul>Job Type: Full-timePay: AED7,000.00 - AED10,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Sales: 4 years (Required)</li><li>Customer Service: 4 years (Required)</li><li>Contact Center Head: 2 years (Required)</li></ul>

Contact Center Head

Superbytes

Key Responsibilities: Supervise, motivate, and lead a team of call center agents to meet performance goals. Monitor daily operations, including call quality, productivity, and customer satisfaction. Conduct regular training sessions and performance reviews to enhance team skills. Handle escalated customer queries or complaints promptly and professionally. Prepare and analyze performance reports and present insights to management. Develop and implement process improvements to optimize call center efficiency. Ensure adherence to company policies, procedures, and quality standards. Assist with agent scheduling, attendance, and workforce management. Coordinate with other departments to resolve operational issues and enhance service delivery.

Team Leader

Ceres Group of Company

Call Center Team LeaderFull timeJob Summary:We are seeking a highly motivated and experienced Call Center Team Leader to oversee daily operations and ensure the highest level of customer service. The ideal candidate should have solid experience in the service industry, be proficient in CRM and marketing tools, and excel in customer complaint resolution. This role requires excellent leadership skills, professional communication, and the ability to train and develop team members effectively.Key Responsibilities:&middot; Supervise, mentor, and train call center agents to ensure productivity and service excellence.&middot; Monitor team performance, provide feedback, and implement improvement plans.&middot; Handle escalated customer complaints and resolve issues professionally and efficiently.&middot; Develop and implement strategies to enhance customer satisfaction and service quality.&middot; Prepare performance reports and provide insights to management.&middot; Maintain professional and courteous communication with customers and team members.&middot; Ensure adherence to company policies, procedures, and service standards.Qualifications &amp; Requirements:&middot; Proven experience in a service industry call center, preferably in a leadership role.&middot; Strong knowledge of CRM systems, marketing tools, and Excel.&middot; Excellent and professional communication skills (verbal and written).&middot; Ability to train, mentor, and motivate a team effectively.&middot; Strong problem-solving skills and the ability to handle customer complaints professionally.&middot; Results-driven with the ability to meet and exceed performance targets.&middot; Flexibility to work in a fast-paced environment and adapt to changes.If you meet the qualifications and are passionate about delivering excellent customer service while leading a team, we encourage you to apply!Salary Negotiable!Job Type: Full-timePay: AED4,000.00 - AED 5,000.00 Per MonthJob Type: Full-timePay: AED4,000.00 - AED5,000.00 per month

Call Center Team Leader (UAE Tele-sales Experience Mandatory)

Alba Corp

Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. <ul> <li>Monitor call queues, handle escalated issues, and step in to support agents when necessary.</li> <li>Conduct regular performance evaluations and coach team members for continuous improvement.</li> <li>Analyze call center metrics to identify trends and implement process enhancements.</li> </ul> Lead daily team briefings and encourage open dialogue for feedback and idea sharing. <ul> <li>Foster a positive, team-oriented culture focused on accountability and growth.</li> </ul> Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. <ul> <li>Develop and execute action plans to improve underperforming metrics.</li> <li>Maintain accurate documentation of team activities, call outcomes, and training records.</li> <li>Provide strategic input on improving customer engagement and operational efficiency.</li> </ul>

Call Center Team Leader

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

Explore 1415+ Call center supervisor in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.