Call Center Supervisor

Call Center Supervisor – Healthcare Leadership Opportunity in Riyadh

We are seeking a dynamic and results-oriented Call Center Supervisor to join a prestigious healthcare organization in Riyadh, Saudi Arabia. In this pivotal role, you will oversee the daily operations of a high-performance contact center, ensuring seamless patient interactions and exceptional service delivery across multiple clinics. As a hands-on leader, you will drive operational excellence, mentor a high-performing team, and implement data-driven strategies to optimize performance and patient satisfaction.

Key Responsibilities

As the Call Center Supervisor, your core responsibilities will include:

• Operational Leadership: Manage daily call center operations, including staffing schedules, agent allocation, and resource optimization to meet service level targets and patient demand.
• Performance Monitoring: Track inbound, outbound, missed, and unanswered calls to ensure adherence to performance metrics and service level agreements (SLAs).
• Patient Engagement Excellence: Oversee critical patient access functions such as appointment booking, confirmations, rescheduling, no-show recovery, and proactive follow-up to enhance patient retention and care continuity.
• Lead Management & Conversion: Monitor lead follow-up processes and appointment conversion rates to drive efficiency and maximize patient acquisition.
• Quality Assurance & Coaching: Conduct regular call quality audits, deliver targeted coaching sessions, and perform competency assessments to elevate team performance and ensure compliance with service standards.
• Issue Resolution & Escalation: Address customer complaints, operational challenges, and system downtime with urgency and professionalism to minimize disruptions and maintain service integrity.
• Technology & Reporting: Ensure accurate and efficient utilization of call center platforms, CRM systems, and appointment management tools while generating detailed daily, weekly, and monthly reports to support data-driven decision-making.
• Cross-Functional Collaboration: Partner with Operations, Clinics, Marketing, IT, Quality, and Guest Relations teams to identify opportunities for process improvements, enhance patient experience, and align contact center objectives with organizational goals.

Requirements

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

• Education: Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Professional Experience: Minimum of 4 years in a call center or customer service environment, with at least 2 years in a supervisory or team leadership capacity.
• Industry Knowledge: Strong understanding of call center KPIs, workforce scheduling, quality assurance methodologies, and performance management frameworks.
• Language Proficiency: Fluent in both Arabic and English, with exceptional verbal and written communication skills to engage effectively with diverse stakeholders.
• Technical Skills: Advanced proficiency in Microsoft Excel for data analysis and reporting, along with experience in operational reporting tools.
• Preferred Qualifications: Prior experience in a healthcare, patient access, or medical contact center environment is highly desirable. Familiarity with Vocalcom, EMR, CRM, or appointment management systems will be considered an asset.

If you are a proactive leader with a passion for healthcare service excellence and a commitment to driving operational success, we invite you to apply and become a key contributor to our mission of delivering outstanding patient care.