Call Center Supervisor

Position Overview

We are seeking a dynamic and results-oriented Call Center Supervisor to oversee the daily operations of our multi-site healthcare contact center. The ideal candidate will exhibit operational ownership, leverage data-driven insights for decision-making, and demonstrate exceptional leadership in coaching, escalation management, and performance optimization. This role requires a strategic thinker who can balance staffing efficiency, call quality, and patient satisfaction while collaborating with cross-functional teams to drive operational excellence.

Key Responsibilities

The Call Center Supervisor will be responsible for the following core functions:

• Operational Management: Oversee daily call center operations, including staffing schedules, agent allocation, and workload distribution to ensure optimal performance and coverage across all sites.
• Call Monitoring & Performance Tracking: Monitor inbound, outbound, missed, and unanswered calls to identify trends, bottlenecks, and opportunities for improvement. Track key metrics such as appointment conversion rates, lead follow-up efficiency, and no-show recovery.
• Patient Access & Appointment Coordination: Supervise appointment booking, confirmations, rescheduling, and patient follow-up processes to enhance accessibility and reduce operational inefficiencies. Implement strategies to minimize no-shows and recover lost appointments.
• Quality Assurance & Coaching: Conduct call-quality audits, provide constructive feedback, and assess agent competencies to foster continuous improvement. Develop and execute structured coaching programs to elevate team performance and adherence to best practices.
• Escalation & Issue Resolution: Manage customer complaints, escalations, and system downtime with a focus on timely resolution and patient satisfaction. Ensure seamless communication with stakeholders during critical incidents.
• Technology & System Oversight: Ensure accurate and efficient use of call center and CRM systems, including data entry, reporting, and system integrations. Maintain up-to-date knowledge of current systems and tools to support operational needs.
• Reporting & Analytics: Generate and analyze daily, weekly, and monthly performance reports to track KPIs, identify gaps, and implement corrective actions. Present insights to leadership teams to support data-driven decision-making.
• Cross-Functional Collaboration: Work closely with Operations, clinics, Marketing, IT, Quality, and Guest Relations teams to align call center strategies with organizational goals. Serve as a liaison to ensure seamless coordination and communication across departments.

Candidate Requirements

To excel in this role, the ideal candidate must meet the following qualifications:

• Education & Experience: Bachelor’s degree in a relevant field (e.g., Business Administration, Healthcare Management, or Communications). Minimum of 4 years of experience in call center or customer service environments, with at least 2 years in a supervisory or leadership role.
• Technical & Analytical Skills: Strong proficiency in call center KPIs, workforce scheduling, quality monitoring, and performance management. Advanced Excel skills for data analysis and reporting. Experience with operational reporting tools is highly desirable.
• Communication & Language Proficiency: Exceptional written and verbal communication skills in both Arabic and English. Ability to articulate complex information clearly and concisely to diverse audiences.
• Industry Knowledge: Prior experience in healthcare or patient-access operations is strongly preferred. Familiarity with healthcare terminology, appointment systems, and patient engagement strategies is a significant advantage.
• Technical Competencies: Working knowledge of call center platforms (e.g., Vocalcom), electronic medical records (EMR), CRM systems, and appointment scheduling tools is beneficial but not mandatory.