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operations supervisor

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

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

Sheraton Grand Hotel, Dubai

<div>
 
 
 POSITION PURPOSE
 
 
 
 Based on Sheraton Brand Standards:
 
 <ul>
 <li>
 To ensure a high level of Product Knowledge among Guest Contact Center team.
 </li>
 <li>
 Supervise all Guest Contact Center team&rsquo;s performance.
 </li>
 <li>
 Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
 </li>
 <li>
 To develop a thorough knowledge of the Front Office department&rsquo;s operation and to work close with the other departments of the Hotel.
 </li>
 <li>
 Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
 </li>
 <li>
 Act proactively to solve guest&rsquo;s complaints, issues and/or defects.
 </li>
 <li>
 Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, let&rsquo;schat phone, satellite phone etc.) in excellent functional condition at all times.
 </li>
 <li>
 Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.
 </li>
 </ul>
 
 
 
 
 ESSENTIAL FUNCTIONS
 
 <ul>
 <li>
 Ensure that services provided are in harmony with our Sheraton &amp; Marriott core values, complying with hospitality brand standards.
 </li>
 <li>
 Ensure that our guests receive an on brand personalized experience over the phone, Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA &amp; Forbes &amp; Let&rsquo;schat and IFH inspection.
 </li>
 <li>
 Live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
 </li>
 <li>
 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
 </li>
 <li>
 Ensure strong knowledge of: (knowledge test results to reach 90% or above)
 </li>
 </ul>
 
 Loyalty Membership guest tiers and benefits
 
 
 Check out for children program.
 
 
 Make a green choice program and maintain a proper tracking and issuing guests&rsquo; vouchers.
 
 <ul>
 <li>
 Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
 </li>
 <li>
 Maintain and share monthly updated extensions list.
 </li>
 <li>
 Ensure compliance with PCI policies.
 </li>
 <li>
 Ensure that guests&rsquo; requests are fulfilled and closed in GXP within 15 minutes as average response time.
 </li>
 <li>
 Ensure guests&rsquo; Negative cases are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
 </li>
 <li>
 Use GXP to update guests&rsquo; profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
 </li>
 <li>
 Monitor GuestVoice WhatsApp group :
 </li>
 </ul>
 
 Update the accurate associate group members
 
 
 Ensure all guests negative cases updated on GXP and issues are efficiently solved and guests are satisfied.
 
 <ul>
 <li>
 Be aware of the hotel Fire and Emergency procedures, ensure to achieve 100% in sera audit.
 </li>
 <li>
 Monitor emergency channels (emergency line, fire alarm Messages) and update emergency team.
 </li>
 <li>
 Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
 </li>
 <li>
 Trouble Shoot and/or assist guests with internet issues.
 </li>
 <li>
 To have a very strong knowledge about hotel features, facilities, services and daily happenings&rsquo;.
 </li>
 <li>
 Conduct the emergency response audit to other hotel associate following product knowledge calendar.
 </li>
 <li>
 To handle the associate hotline whenever human resources are not available.
 </li>
 <li>
 To handle hotel main email address and to dispatch the emails to concerned departments in timely manner.
 </li>
 <li>
 To maintain the Guest Contact Center area clean and tidy and report and potential hazard.
 </li>
 <li>
 To keep his/her equipment in a good condition.
 </li>
 <li>
 To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
 </li>
 <li>
 To handle calls transfers according to the Sheraton Brand Standards.
 </li>
 <li>
 To maintain an accurate wakeup call sheet and to handle wake up calls with efficiency and according to the Sheraton Brand Standards.
 </li>
 <li>
 To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
 </li>
 <li>
 To ensure PCI compliance
 </li>
 <li>
 Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&amp;B reservation and sales associates not available by taking message and arrange a call back.
 </li>
 <li>
 Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
 </li>
 <li>
 Build positive, effective and on brand relationships with internal and external customers.
 </li>
 <li>
 Actively participate in the hotel sustainability, community and OI activities.
 </li>
 <li>
 Ensure proper grooming of his/her associates at all times as per hotel guidelines
 </li>
 <li>
 Ensure effective and efficient communication within the department and with the other hotel departments.
 </li>
 </ul>
 
 
 
 
 
 SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
 
 
 <ul>
 <li>
 Computer Skills
 </li>
 <li>
 Opera knowledge
 </li>
 <li>
 GXP knowledge
 </li>
 <li>
 Team work spirit
 </li>
 <li>
 Excellent command of English
 </li>
 <li>
 Additional language will be an advantage
 </li>
 <li>
 Excellent communication and follow up skills
 </li>
 <li>
 Prompt and caring with guest services experience
 </li>
 <li>
 Honesty, integrity and dependability
 </li>
 </ul>
 
 
 
 
 
 QUALIFICATION STANDARDS
 
 
 
 We do expect that you do have the experiences/ behaviors below. You:
 
 <ul>
 <li>
 Totally embrace the philosophy of guest and customer service and owns the guests;
 </li>
 <li>
 Identify yourself with the hotel&rsquo;s brand and operating philosophy;
 </li>
 <li>
 Possess a warm and friendly demeanor;
 </li>
 <li>
 Strive to achieve satisfaction and delight of our customers;
 </li>
 <li>
 Are detail oriented;
 </li>
 <li>
 Thrive on pride of work and its product;
 </li>
 <li>
 Play as a team to achieve common goals;
 </li>
 <li>
 Have immaculate personal presentation e.g. grooming and conversational ability;
 </li>
 <li>
 Demonstrate self-confidence, energy and enthusiasm;
 </li>
 <li>
 Have a strong ability to learn skills, retain and demonstrate learning;
 </li>
 <li>
 Uphold ethical business practices.
 </li>
 </ul>
 
 
 
 
 
 EDUCATION
 
 
 
 Bachelor degree required.
 
 
 
 
 
 
 PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE
 
 
 
 Ability to sit and focus for long hours.
 
 
 
</div>

Guest Contact Center, Supervisor

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

<div>
 Team Supervision (only for Team leaders and supervisors)
 
 
 &squf; Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
 
 
 &squf; Provide on-the-job training and constructive feedback to assigned team to support their overall development.
 
 
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
 
 
 or
 
 
 &squf; Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
 
 
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
 
 
 Budgeting and Financial Performance
 
 
 &squf; Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
 
 
 Policies, Systems, Processes &amp; Procedures
 
 
 &squf; Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.
 
 
 Continuous Improvement
 
 
 &squf; Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
 
 
 Reporting
 
 
 &squf; Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.
 
 
 Specific Job Accountability
 
 
 &squf; Handle a team of CSR&rsquo;s providing 24/7 customer support to the Bank customers
 
 
 &squf; Maintaining service level as per SLA
 
 
 &squf; Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
 
 
 &squf; Conduct Quality calls evaluation for the centre
 
 
 &squf; Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development
 
 
 &squf; Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
 
 
 &squf; Supervise both the morning and evening shifts on rotation shifts
 
 
 &squf; Supervise processes and instructions handled by agents on day to day basis
 
 
 &squf; Handle difficult complaints or customers during an escalation by an agent
 
 
 &squf; Ensure operational controls are always maintained, and department complies with internal policies and regulations
 
 
 &squf; Supervise the 24 hours, 365 days a year shift operation of the call centre
 
 
 &squf; Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
 
 
 &squf; Conduct training programs and link with post evaluation program
 
 
 &squf; Encourage team spirit
 
 
 &squf; Promote staff motivational programs in form reward and recognition
 
 
 &squf; Ensure all agents on their shifts on time
 
 
 &squf; Monitor sales performance and lead generation per staff
 
 
 &squf; Promote cross selling and sales achievements by target per agent
 
 
 &squf; Conduct monthly appraisal for the team members
 
 
 &squf; Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service
 
 
 &squf; Recommend training needs and additional quality controls relevant to the role
 
 
 &squf; Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
 
 
 &squf; Authorised to take decisions as per the approved authorization matrix
</div>

Manager, Contact Centre Operations

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 immaculate quality standards. To ensure the financial and reputational integrity of the organization by providing end-to-end solutions for a better customer service experience. This role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues. Specific Job Accountability <ol><li>Provide excellent customer service by attending to incoming calls within the quality guidelines.</li><li>Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process.</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs.</li><li>Ensure the quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.</li><li>Contribute to the business by generating new prospects/leads and upselling all types of FAB products.</li><li>Maintain customer records by updating customer history through service requests/complaints and notes.</li><li>Maintain the confidentiality of the bank's customers and data.</li><li>Ensure the business meets its obligations under the Bank's Policies and Standards and local laws/regulations.</li><li>Attend to special tasks assigned by team leaders and managers.</li><li>Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.</li><li>Ensure self-punctuality, adherence to policies & procedures, and discipline within the Centre.</li></ol>

Call Center Executive (Emiratized role)

Explore 648+ Call center supervisor in Dubai United Arab Emirates this January. Find roles across top companies and apply now to boost your career.