The Call Center Supervisor is responsible for overseeing daily call center operations, managing and developing a team of call center agents, and ensuring the delivery of high-quality customer and patient-focused services. The role involves performance management, process improvement, reporting analysis, and ensuring compliance with organizational standards and policies.

Key Responsibilities

• Manage, coach, and develop a team of call center agents to deliver exceptional customer and patient care.
• Ensure efficient staffing and workforce coverage across all shifts.
• Monitor employee performance and conduct regular evaluations, coaching sessions, and corrective actions when required.
• Oversee training programs and continuous development initiatives for team members.
• Monitor call quality to ensure adherence to service standards and quality benchmarks.
• Identify and resolve escalated customer issues to ensure maximum satisfaction.
• Recommend and implement process and policy improvements to enhance service efficiency and operational excellence.
• Generate and analyze daily, weekly, and monthly operational reports to support management decision-making.
• Collaborate with the Team Manager to develop short- and long-term strategic and operational goals.
• Participate in organizational projects, audits, and surveys as required.
• Ensure adherence to organizational Code of Conduct and Conflict of Interest policies.
• Perform additional duties as assigned based on operational needs.

Education Requirements

• Bachelor’s Degree or equivalent qualification relevant to the role.

Experience Requirements

• 5–7 years of relevant experience in:
• Customer Care
• Call Center Operations
• Healthcare Call Center
• Command Center environments
• Minimum of 2 years in a Team Lead or Supervisor role.

Skills

Technical Skills

• Advanced computer proficiency, including Microsoft Office and Outlook.
• Mandatory experience with Call Center systems and tools, including:
• Reporting and data analysis
• Cisco telephony systems
• Quality management systems
• Strong ability to analyze operational data and performance metrics.
• Workforce management and scheduling knowledge.

Soft Skills

• Strong patient and customer care orientation.
• Cultural competence and ability to work in a diverse environment.
• Leadership, coaching, and team development skills.
• Strong collaboration and teamwork abilities.
• Commitment to continuous learning and professional growth.
• High ethical standards, integrity, and accountability.
• Excellent verbal and written communication skills.
• Fluency in English and Arabic (mandatory).