Call Center Supervisor

New Mowasat Hospital; Kuwait; On-site; KWD 6,000 - 9,000; Full time

Job summary

New Mowasat Hospital is seeking a Call Center Supervisor to oversee the Call Center’s daily functions, schedule staff, and address grievances, ensuring smooth operations in alignment with hospital policy.

The role includes staff training, performance monitoring, and collaboration with IT and medical offices to integrate schedules and improve service quality. Bachelor degree and healthcare/customer service exposure are preferred.

Qualifications

• Bachelor degree from an accredited university with related training (Medical Terminology & Customer Service).
• Experience in customer service and call center operations is desirable.

Responsibilities

• Manages staffing, schedules shifts and monitors performance; ensures uninterrupted unit service.
• Provides training and coaching to staff for continuous improvement.
• Oversees day-to-day call center operations, analyzes performance data and enforces policies.

Skills

Personnel management

Training

Operational oversight

Education

Bachelor's degree in related field

Tools

AVAYA

Job description

Call Center Supervisor

The Call Center Supervisor supervises the Call Center functions in accordance with Hospital policy, supervises the daily operational duties of the unit and ensures its smooth functioning, oversees operations, schedules staff and redresses grievances.

Duties & Responsibilities

• Personnel Management – Prepares work schedules and assigns personnel to ensure uninterrupted unit service; organizes staffing shift patterns and determines the number of staff required to meet demand; evaluates staff work performance and makes recommendations for personnel actions; monitors the volume of work inflow and assigns staff flexibly to areas of need; updates the CSM regarding areas of concern; supports new staff by providing proper training and orientation; undertakes coaching, remedial training and other development activities to support optimal performance; improves team performance by raising efficiency and implementing new tasks in consultation with the CSM; provides training to concerned staff; monitors and communicates performance outcomes with staff; ensures that agents deliver good performance.

• Training – Provides training and reviews of newly appointed staff; ensures that staff have a full understanding of the tasks required of them; undertakes coaching, remedial training and development activities.

• Operational Duties – Distributes staff 24/7 based on workload, call load, and business need; ensures professional handling of all calls; monitors staff utilization and overtime; enforces all established policies and practices; observes and listens to random calls by agents to identify gaps; initiates and creates new policies as per industry and quality standards; orients new joiners and ensures proper coaching and mentoring on job requirements; monitors agent‑wise outbound calls and tracks results; evaluates all AVAYA system reports and raises red flags on any abnormal variance; coordinates with the external Avaya team to resolve issues; collaborates with Operations, IT and Medical Office to integrate doctor duty lists into HMIS; identifies HMIS gaps and discusses enhancements with relevant staff groups; monitors clinic utilization and reports non‑utilized clinic details and early leaving clinic details; maintains staff mistakes ledger for training planning; assists the operations manager in budgeting; understands and captures all KPIs; submits data to QSM within given timelines; maintains department equipment and supplies; enhances professional growth through educational programs and workshops; attends applicable meetings; reports daily and monthly performance metrics (department‑wise received calls, call outcome, bookings, agent‑wise durations, etc.); manages home health care inquiries, delivery package inquiries, social media inquiries, internal referrals, live chats and WhatsApp communications; maintains statistics and submits reports; ensures all logs and trackers are updated; reviews agent call scripts; coordinates with marketing for new doctor or service campaigns; performs other related duties assigned by Manager – Operations.

Education & Qualifications

• Bachelor Degree from an accredited university with related technical training (Medical Terminology course & Customer Service course).