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

Braxtone Group

The Call Center Supervisor is responsible for supervising and coordinating the daily activitiesof call center agents and administrative support staff. The role ensures efficient operationof the contact center, implements successful planning activities, oversees the recruitmentand development of staff, and manages service delivery for both customer inquiries andoperational functions.&nbsp;&nbsp;Key Responsibilities:· Supervise day-to-day operations of the call center to ensure service quality andefficiency.· Provide leadership, coaching, and support to team leaders and agents tooptimize performance and succession planning· Identify skill gaps and provide monthly one-on-one soft skills coaching for teamleaders and agents· Assist team leaders in handling complex customer complaints or inquiries andescalate issues to higher management as necessary· Contribute to the design and implementation of new operational proceduresfor improved service delivery· Ensure compliance with established procedures and company regulations.· Maintain effective relationships with internal and external stakeholders to ensuresmooth delivery of services.· Stay informed of new products and services, ensuring the team is trained toaddress customer queries· Support and promote company service quality initiatives.· Coordinate with service providers regarding daily operations when applicable.· Assist in motivating, recognizing, and organizing incentives for team members.· Schedule shifts, monitor attendance, and manage leave arrangements foragents and support staff.· May occasionally require work on weekends or evenings, and local businesstrips as necessary&nbsp;Educational, Skills and Experience:· Bachelor’s degree in business administration, Marketing, Automotive, or arelated field.· Minimum 3 years of supervisory experience in call centers, customer service, orinsurance/motor service operations· Demonstrated leadership, coaching, and training abilities· Excellent communication, negotiation, and interpersonal skills.· strong customer service orientation and problem-solving skills · Strong analytical and problem-solving skills. · Goal-oriented and self-driven with a proven track record of achieving sales targets and business objectives. · Ability to work in a fast-paced, dynamic environment. · Proficiency in Microsoft Office Suite and CRM software.&nbsp;&nbsp;&nbsp;Additional Requirements:&nbsp;Willingness to travel as needed. · Valid driver’s license.&nbsp;&nbsp;Location: Bahrain (With travel flexibility)&nbsp;Typical Working Conditions· Normal Working Hours 40 hours a week· Working Timing 8:00 AM to 4:00 PM· Work may require occasional weekend and/or evening work· This job may require occasional business trips outside Bahrain

CALL CENTER SUPERVISOR ( Bahrain Based)

Air Arabia

<div>
 
 Job Purpose
 
 
 
 To guide, supervise and monitor a team of Call Center agents in terms of operations and sales, providing accurate information in response to enquiries about products and services, making bookings, identifying and resolving problems and customer complaints, preparing and executing action plans; to drive the teams to achieve objectives by maximizing sales and enhancing customers&rsquo; experience ensuring productivity is in line with set measures and company&rsquo;s adopted policies and procedures.
 
 
 
 Key Result Responsibilities
 
 
 
 <ul>
 <li>
 Defines/sets and drives the sales targets of the assigned team to achieve business goals and maximize profit by developing efficiency and providing guidance on best practices.
 </li>
 <li>
 Co-plans work schedules and duty roster for assigned Inbound team (rotational) to meet anticipated business requirements and objectives, monitors adherence, attendance, leave and overtime records.
 </li>
 <li>
 Supervises a team of Call Center agents; monitors the day-to-day performance of the assigned team to ensure smooth operations; manages/handles traffic in customers&rsquo; inquiries and complaints raised from different channels such as telephone calls.
 </li>
 <li>
 Ensures accurate information on products and services are communicated through the team; monitors performance in terms of sales and achieving revenue.
 </li>
 <li>
 Assists the Supervisor- Inbound/Manager in the daily operations by providing on &ldquo;Floor&rdquo; guidance, support, and monitoring to Call Center agents.
 </li>
 <li>
 Creates a challenging and motivational environment to reduce pressure and drive the assigned team achieve their individual/group targets. Monitors communication such as random calls, minimize errors and track operative performance thereby increasing sales.
 </li>
 <li>
 Manages individual&rsquo;s/team&rsquo;s performance assessment reports on weekly basis to highlight pitfalls, identify gaps and recommend best approaches and methodologies to be adopted to bridge those gaps
 
 
 </li>
 </ul>
 Partners with Supervisors/Manager to develop individual/group development plans to enhance the performance of the team, including: coaching, mentoring, counselling, training courses, etc. Conducts induction sessions, product knowledge and system trainings, as well as assessments for new joiners.
 
 
 <ul>
 <li>
 Identifies trends in customer service; analyzes pitfalls and complaints; recommends improvements to enhance customers&rsquo; experience and implement best practices in services and operating procedures thus contributing to achieving/maintaining high quality in performance in workflow to increase sales.
 </li>
 <li>
 Ensures all Contact Center technical facilities, systems, tools and equipment (computers, telephones, headsets, etc.) are properly installed, and maintained in coordination with suppliers and IT division.
 </li>
 <li>
 Develops preventive maintenance programs and immediate technical support to all work stations when not fully operational.
 </li>
 <li>
 Performs any additional responsibilities as advised by the Line Manager/Supervisor.
 
 
 </li>
 </ul>
 
 Qualifications (Academic, Training, Languages)
 
 
 
 <ul>
 <li>
 Bachelor degree in Management or equivalent.
 </li>
 <li>
 Capable of using technology systems and tools; proficient in Microsoft Office.
 </li>
 <li>
 Fluent in English &amp; Arabic Languages
 
 
 </li>
 </ul>
 
 Work Experience
 
 
 
 <ul>
 <li>
 4+ years of related working experience in a similar role, preferably in aviation; experience with low cost airline is a plus.
 </li>
 <li>
 Knowledge in Call/Contact Center technological systems and tools.
 </li>
 <li>
 Proven skills in analyzing data, identifying pitfalls and recommending effective solutions.
 </li>
 <li>
 Capable of identifying problems and immediately reacting to situations of the different nature such as angry customers, complaints and special requests.
 </li>
 <li>
 Capable of understanding customers&rsquo; problems and direct them in the right channel.
 </li>
 <li>
 Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
 </li>
 <li>
 Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company&rsquo;s objectives.
 </li>
 <li>
 Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
 </li>
 <li>
 Ability to work for long working hours and under pressure.
 </li>
 <li>
 Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
 </li>
 </ul>
</div>

Duty 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

Mintex, Inc.

Job Overview:Mintex, Inc. is currently hiring for a Customer Service Supervisor role! Mintex is seeking an experienced and dynamic Customer Service Supervisor to lead and support our customer service Call Center team. This supervisory role is responsible for overseeing daily call center operations, ensuring service excellence, and driving performance improvements in alignment with organizational goals.Job Summary:The Customer Service Supervisor is an exempt role. It will provide leadership, coaching, and strategic oversight to a team of Customer Service Call Center Agents. This role ensures that service delivery meets or exceeds call center performance standards, fosters a culture of accountability and continuous improvement, and supports the professional development of team members.This role will be in an in-office setting supporting in-office and remote Call Center Agents.Key Responsibilities:<ul><li>Supervise daily operations of the customer service team, ensuring adherence to performance metrics and service level agreements (SLAs).</li><li>Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.</li><li>Develop and implement process improvements to enhance customer satisfaction and operational efficiency based on current and historical data, analytics, and metrics.</li><li>Resolve escalated customer issues and ensure timely resolution and reporting in accordance with company policies and client servicing agreements.</li><li>Collaborate with cross-functional teams to align customer service strategies with business objectives.</li><li>Maintain accurate reporting on team performance, customer feedback, and service trends.</li><li>Ensure compliance with all applicable laws, regulations, and internal policies, including data privacy and confidentiality standards.</li><li>Support onboarding and training of new team members and foster a positive and inclusive team culture.</li><li>Lead initiatives to improve remote and in-office productivity, engagement, and quality assurance.</li><li>Meet and collaborate with upper management on a scheduled or ad hoc basis to provide performance analysis of department personnel.</li></ul>Qualifications: <ul><li>High School Diploma or equivalent required; college degree preferred.</li><li>Minimum 2 years of supervisory or managerial experience in a customer service or call center environment required.</li><li>Proven ability to lead, motivate, and develop high-performing teams.</li><li>Strong communication, problem-solving, organizational and conflict resolution skills.</li><li>Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Commitment to customer service excellence and continuous improvement.</li><li>Bilingual Spanish preferred but not required.</li><li>Experience with municipal accounts or similar preferred.</li></ul>Work Environment and Schedule:This position is based in our Chicago office. Standard shifts are Monday to Friday; must be able to work more than 40 hours as needed. Department hours of operation: 9:00 AM to 6:00 PM.Office Location: 700 North Sacramento Blvd. Suite 221, Chicago, ILJob Type: Full-time (40 hours per week), In-OfficeBenefits:<ul><li>401(k)</li><li>Health, Dental, Vision, and Life Insurance</li><li>Accrued Paid Time Off and Sick Leave</li><li>Employee Discounts</li><li>Performance Incentives</li></ul>Physical setting:Call center, In-OfficeJob Type: Full-timePay: $20.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Employee assistance program</li><li>Employee discount</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>If you are bilingual, are you comfortable speaking to Spanish speaking customers? Type in &quot;YES&quot;, &quot;NO&quot; or &quot;N/A, if not applicable&quot;</li><li>Will you be able to reliably commute to 700 N Sacramento Blvd, Chicago IL 60612? </li></ul>Education:<ul><li>Associate (Required)</li></ul>Experience:<ul><li>Supervisor: 2 years (Required)</li><li>Call center management: 2 years (Required)</li><li>Customer Service: 2 years (Required)</li><li>Call metrics or KPI: 2 years (Required)</li></ul>Language:<ul><li>Spanish (Preferred)</li></ul>Work Location: In person

Customer Service Supervisor

Aspira

<div>Supervisor, Customer Service

Call Center Team Overview

The Aspira Customer Service Center operates 24/7/365, providing inbound and outbound support for customer inquiries, reservations, purchases, and more, while adhering to company policies and contractual obligations.

Position Purpose and Impact

The Aspira Supervisor, Customer Service oversees the daily operations of the customer service team, ensuring exceptional service delivery and performance. This role includes managing staff, handling escalated issues, optimizing workflows, and supporting cross-department collaboration. The supervisor is responsible for tracking key performance indicators (KPIs), managing staffing levels, and ensuring compliance with company processes and policies.

Supervisor, Customer Service Responsibilities
<ul>
<li>Lead daily Call Center operations to meet or exceed goals, KPIs, and client satisfaction standards.</li>
<li>Supervise and support customer service staff, including performance management, coaching, and scheduling.</li>
<li>Monitor KPIs to optimize performance, manage call volume, and adjust workflows as needed.</li>
<li>Handle escalated customer issues and maintain service quality.</li>
<li>Provide phone support when necessary and maintain coaching proficiency.</li>
<li>Manage staffing levels, including PTO requests and overtime, ensuring adequate coverage.</li>
<li>Analyze historical data to identify performance improvement opportunities.</li>
<li>Support department Standard Operating Procedures and ensure effective communication of changes.</li>
<li>Maintain active communication with management regarding operational issues and concerns.</li>
<li>Foster a positive team culture that reflects Aspira's values of teamwork, accountability, and professionalism.</li>
<li>Ensure compliance with privacy, confidentiality, and regulatory standards.</li>
<li>Motivate and support agents through regular feedback and communication to enhance team morale and performance.</li>
<li>Improve the quality of results by recommending process changes or improvements based on performance analysis.</li>
<li>Monitor and manage timecards and attendance, ensuring accurate reporting of hours worked and addressing any discrepancies or irregularities.</li>
<li>Enforce department attendance policies to maintain consistent staffing levels and productivity.</li>
<li>A flexible schedule is required, including evening or weekend hours, and remaining available as support for business escalations or error resolution</li>
</ul>
Desired Qualifications
<ul>
<li>Strong leadership and customer service skills.</li>
<li>Professional and calm demeanor, with excellent listening and problem-solving abilities.</li>
<li>Ability to manage workload effectively, both independently and as part of a team.</li>
<li>Excellent communication skills, both verbal and written.</li>
<li>Demonstrated experience in resolving customer issues and fostering a positive environment for both customers and staff.</li>
<li>Attention to detail and commitment to delivering high-quality service.</li>
<li>Ownership of tasks and accountability for outcomes.</li>
</ul>
Desired Education and Experience
<ul>
<li>Associate's degree in business or related field preferred.</li>
<li>1+ years of Supervisor, Customer Service experience, managing teams of 10-20 staff.</li>
<li>2+ years in a team lead or senior representative role, with experience in performance management and KPI oversight.</li>
<li>4+ years of inbound/outbound Call Center experience, ideally in hospitality or the travel/reservation industry.</li>
</ul>
Desired Hardware and Software Competency
<ul>
<li>Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).</li>
<li>Familiarity with Call Center software such as Amazon Connect and Verint is a plus.</li>
<li>General internet and technology competency.</li></ul></div>

Alghanim Industries

<div>
 Job description:
 
 
 
 
 Job Summary
 
 
 
 The Interaction Center Supervisor will be managing a team, supervising the activities of the Call Centre, ensuring individual agents are performing against targets, reviewing their performance and coaching/training, preparing reports and analyzing data.
 
 
 
 Job Responsibilities&nbsp;
 
 
 
 The job holder will be responsibile for training, and preparing call center representatives to&nbsp;respond to customer questions and complaints and troubleshoot problems with services or products.
 
 <ul>
 <li>
 Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
 </li>
 <li>
 Answering agent questions regarding best practices or difficult calls.
 </li>
 <li>
 Identifying operational issues and suggesting possible improvements.
 </li>
 <li>
 Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
 </li>
 <li>
 Preparing reports and analyzing data to assist management as they determine call center goals.
 </li>
 <li>
 Working with other supervisors and management team members to support agents and maximize customer satisfaction.
 </li>
 <li>
 Make sure that the team leader &amp; IC agents are following the rules of IC, call procedures, data accuracy, and KPI&rsquo;s
 </li>
 </ul>
 
 
 Candidate Requirements
 
 
 
 Bachelors degree in Business Adminstration or any related field
 
 
 &nbsp;
 
</div>

Alghanim Academy - Interaction Center, Engineering (Full-time opportunity)

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Call Center Supervisor

CALL CENTER SUPERVISOR ( Bahrain Based)

Duty Supervisor

Call Center Manager

Customer Service Supervisor

Customer Service Supervisor

Alghanim Academy - Interaction Center, Engineering (Full-time opportunity)