Call Center Supervisor - Medical Clinic
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Key skills for this role
About the Role
uniCare Medical Centre seeks a Call Centre Supervisor to lead a team of agents, ensure efficient operations, and drive exceptional customer service. The role requires 2-3 years of supervisory experience in a call center, preferably healthcare.
Key Skills for This Role
Responsibilities
- Lead and manage a team of call center agents, providing guidance, support, and ongoing training
- Ensure the call center operates effectively by monitoring performance metrics and implementing improvements
- Create and maintain a positive work environment, fostering teamwork and employee engagement
- Handle escalated customer inquiries and complaints to ensure prompt and satisfactory resolution
- Develop and implement call center policies and procedures to enhance customer service and streamline operations
- Generate reports and analyze data to track performance and identify areas for improvement
- Collaborate with other departments to ensure seamless coordination between call center operations and clinical services
- Stay up to date with healthcare industry standards and regulations to provide accurate information to callers
- Manage schedules and staffing levels to meet customer demand effectively
Requirements
- Bachelor's degree or equivalent experience in healthcare management or related field
- Proven experience of 2~3 years in a call center supervisory role, preferably in the healthcare industry
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to analyze data and make data driven decisions
- Proficiency in using call center software and Microsoft Office suite
- Fluency in English; knowledge of Arabic is an advantage
Full Job Posting
Position Overview
- uniCare Medical Centre is a leading healthcare provider in Dubai, dedicated to delivering high quality medical services.
- We are seeking a dynamic and experienced Call Centre Supervisor to join our team in Dubai.
- You will play a pivotal role in ensuring the smooth and efficient operation of our patient contact center.
Key Responsibilities
- Lead and manage a team of call center agents, providing guidance, support, and ongoing training.
- Ensure the call center operates effectively by monitoring performance metrics and implementing improvements where necessary.
- Create and maintain a positive work environment, fostering teamwork and employee engagement.
- Handle escalated customer inquiries and complaints to ensure prompt and satisfactory resolution.
- Develop and implement call center policies and procedures to enhance customer service and streamline operations.
- Generate reports and analyze data to track performance and identify areas for improvement.
- Collaborate with other departments to ensure seamless coordination between call center operations and clinical services.
- Stay up to date with healthcare industry standards and regulations to provide accurate information to callers.
- Manage schedules and staffing levels to meet customer demand effectively.
Qualifications
- Bachelor's degree or equivalent experience in healthcare management or related field.
- Proven experience of 2~3 years in a call center supervisory role, preferably in the healthcare industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make data driven decisions.
- Customer centric mindset and dedication to providing outstanding service.
- Proficiency in using call center software and Microsoft Office suite.
- Knowledge of healthcare industry regulations and practices is a plus.
- Fluency in English; knowledge of Arabic is an advantage.
Benefits
- Competitive salary and performance based bonuses.
- Comprehensive healthcare coverage for you and your family.
- Professional development opportunities.
- A supportive and collaborative work environment.
- A chance to be a part of a respected and caring healthcare team.
- A unique opportunity to make a difference in the lives of patients.
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