Job Description

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