Call Center Supervisor

Padra Medical Center; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading medical center in Dubai is seeking a Call Center Supervisor to oversee and enhance call center operations. The role involves supervising team activities, monitoring performance metrics, and ensuring high-quality customer service. Ideal candidates will have a Bachelor's degree and relevant supervisory experience, along with strong communication skills.

Qualifications

• Previous experience in a call center environment.
• Proven experience in a supervisory or leadership role.
• Ability to work flexible hours.

Responsibilities

• Supervise and coordinate call center team activities.
• Monitor metrics like call volume and resolution rates.
• Handle escalated calls and resolve complaints.

Skills

Coaching

Communication

Organizational

Attention to Detail

Data Analysis

Education

Bachelor's degree in healthcare administration, business management, or related field

Tools

Call center software

CRM systems

Job description

Call Center Supervisor

Job Location : Dubai, United Arab Emirates

Key Responsibilities:

Supervise and coordinate the activities of the call center team to ensure smooth operations and optimal performance.
Monitor call center metrics, such as call volume, wait times, and resolution rates, and take necessary actions to meet performance targets and service level agreements (SLAs).
Provide training, coaching, and feedback to call center representatives to enhance their skills and performance.
Handle escalated calls and resolve customer complaints or issues in a timely and professional manner.
Develop and implement call center policies, procedures, and workflows to streamline operations and improve efficiency.
Conduct regular performance evaluations and performance reviews for call center staff, recognizing top performers and addressing areas for improvement.
Collaborate with other departments, such as scheduling, billing, and patient services, to ensure seamless coordination and communication across the organization.
Stay updated on medical center services, policies, and procedures to provide accurate information to callers and assist with inquiries.
Generate reports and analyze call center data to identify trends, opportunities for improvement, and areas of concern.
Ensure compliance with relevant regulations, such as HIPAA, and maintain confidentiality of patient information at all times.

Qualifications:

Bachelor's degree in healthcare administration, business management, or related field preferred.
Previous experience in a call center environment, preferably in a medical or healthcare setting.
Proven experience in a supervisory or leadership role, with strong coaching and team-building skills.
Excellent communication skills, both verbal and written, with the ability to interact professionally with patients, staff, and external stakeholders.
Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple priorities effectively.
Proficiency in using call center software and CRM systems, with the ability to generate reports and analyze data.
Knowledge of medical terminology and healthcare procedures preferred.
Ability to work flexible hours, including evenings and weekends, as needed.

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