We are searching for Call Center Supervisor with Healthcare Experience to supervisor the call center team
Responsibilities
- Recruit, train, and mentor contact center staff
- Schedule and manage staff shift to ensure adequate coverage during peak hours and clinic demand periods.
- Oversee the daily operations of the contact center, ensuring smooth and efficient appointment confirmations, inbound calls, and patient follow-ups.
- Monitor appointment scheduling and confirmation accuracy within the Clinic Pro and Wati systems to prevent errors and improve patient experience.
- Track key performance indicators (KPIs) such as call volume, response times, appointment confirmation rates, and patient satisfaction scores.
- Analyze daily and weekly reports to assess trends, identify improvement areas, and make data-driven decisions.
- Conduct ongoing training sessions to improve team skills in communication, empathy, and efficient appointment handling.
- Work closely with clinic departments, including administration, reception, and medical staff, to align contact center operations with clinic-wide goals.
- Communicate with patients effectively during crises to maintain trust and provide clear guidance on rescheduling, cancellations, or changes.
- Monitor and manage patient satisfaction scores, identifying service gaps and taking proactive steps to improve.
Qualification:-
- Bachelor’s degree in marketing or related field preferred.
- At least 2 years of professional experience in similar position
- Familiarity with medical services and terminology is a plus. Proficiency in CRM software and Microsoft Office Suite.
- Proficiency in both Arabic & English languages is a must (speaking, reading, writing)
Job Type: Full-time