Call Center Supervisor
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Key skills for this role
About the Role
Clinica Sabah Group seeks a Call Center Supervisor to oversee daily operations, manage agents, and ensure high-quality patient communication in a healthcare setting.
Key Skills for This Role
Responsibilities
- Supervise and manage daily call center operations, ensuring smooth workflow and effective team performance
- Lead, coach, and monitor call center agents to achieve productivity, quality, and booking targets
- Monitor inbound and outbound calls, ensuring professional communication and adherence to service standards
- Train new and existing team members on call handling procedures, hospital services, and customer service standards
- Handle escalated patient complaints and provide effective solutions while maintaining patient satisfaction
- Analyze call reports, team performance, and operational data to identify areas for improvement
Requirements
- Minimum 3 years of experience in call center supervision, preferably in a healthcare environment in Dubai
- Previous experience in healthcare, aesthetic, cosmetic surgery, or patient coordination highly preferred
- Proven experience managing and motivating call center teams
- Strong knowledge of call center operations, CRM systems, and appointment booking processes
- Fluency in Arabic and English (spoken and written) mandatory
- Proficiency in Microsoft Office and customer management systems
Full Job Posting
Job Summary
- Clinica Sabah Group is seeking a highly motivated and experienced Call Center Supervisor to join its team.
- The successful candidate will be responsible for supervising daily call center operations, managing call center agents, monitoring performance, ensuring high quality patient communication, and supporting the achievement of patient booking and service targets.
Key Responsibilities
- Supervise and manage daily call center operations, ensuring smooth workflow and effective team performance.
- Lead, coach, and monitor call center agents to achieve productivity, quality, and booking targets.
- Monitor inbound and outbound calls, ensuring professional communication and adherence to service standards.
- Train new and existing team members on call handling procedures, hospital services, departments, and customer service standards.
- Ensure accurate handling of patient inquiries, appointments, follow ups, and service related requests.
- Monitor appointment bookings, patient conversion rates, and call center KPIs.
- Analyze call reports, team performance, and operational data to identify areas for improvement.
- Handle escalated patient complaints and provide effective solutions while maintaining patient satisfaction.
- Coordinate with medical, reception, sales, and administrative teams to ensure smooth patient flow.
- Support campaigns, promotions, and outbound calling activities to increase patient appointments and engagement.
- Maintain accurate records and prepare regular performance reports for management.
- Ensure compliance with hospital policies, patient confidentiality requirements, and customer service standards.
Qualifications & Requirements
- Minimum 3 years of experience in call center supervision, preferably within a hospital, medical center, or healthcare environment in Dubai.
- Previous experience in healthcare, aesthetic, cosmetic surgery, or patient coordination is highly preferred.
- Proven experience managing and motivating call center teams.
- Strong knowledge of call center operations, CRM systems, and appointment booking processes.
- Excellent communication, leadership, and problem solving skills.
- Ability to work under pressure and achieve performance targets.
- Strong organizational and reporting skills.
- Fluency in Arabic and English (spoken and written) is mandatory.
- Proficiency in Microsoft Office and customer management systems.
Benefits
- Competitive salary package.
- Performance based incentives.
- Professional development and career growth opportunities.
- Dynamic and professional working environment within a leading healthcare group.
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