Call Center Supervisor

Job Summary Our Client is seeking an experienced and results-driven Call Center Supervisor to oversee the daily operations of our customer service and patient support team. The ideal candidate will have a strong background in the healthcare or medical sector, proven leadership skills, and the ability to drive team performance while ensuring exceptional patient and customer experience. Key Responsibilities - Supervise and manage the daily activities of the call center team. - Monitor team performance, productivity, and service quality to ensure achievement of departmental KPIs. - Provide coaching, guidance, and ongoing support to call center agents. - Conduct regular performance evaluations and identify development opportunities. - Ensure compliance with company policies, healthcare regulations, and patient confidentiality standards. - Handle escalated customer and patient inquiries, complaints, and complex cases. - Monitor call quality and implement continuous improvement initiatives. - Prepare and analyze performance reports, identifying trends and recommending corrective actions. - Coordinate workforce scheduling to ensure adequate coverage and operational efficiency. - Collaborate with other departments to improve patient experience and service delivery. Qualifications & Requirements - Bachelor's degree in Business Administration, Healthcare Management, Pharmacy, Medicine, Nursing, or a related field. - Minimum 5 years of experience in a Call Center environment, including at least 2 years in a supervisory or team leadership role. - Previous experience in the medical, healthcare, hospital, clinic, pharmaceutical, or healthcare services sector is mandatory. - Strong knowledge of call center operations, quality management, and customer service best practices. - Excellent leadership, coaching, and people management skills. - Strong analytical and problem‑solving abilities. - Proficiency in CRM systems and Microsoft Office applications. - Excellent communication skills in English, Arabic is a plus.

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