Call Center Supervisor
Job Location : Dubai, United Arab Emirates
Key Responsibilities:
• Supervise and coordinate the activities of the call center team to ensure smooth operations and optimal performance.
• Monitor call center metrics, such as call volume, wait times, and resolution rates, and take necessary actions to meet performance targets and service level agreements (SLAs).
• Provide training, coaching, and feedback to call center representatives to enhance their skills and performance.
• Handle escalated calls and resolve customer complaints or issues in a timely and professional manner.
• Develop and implement call center policies, procedures, and workflows to streamline operations and improve efficiency.
• Conduct regular performance evaluations and performance reviews for call center staff, recognizing top performers and addressing areas for improvement.
• Collaborate with other departments, such as scheduling, billing, and patient services, to ensure seamless coordination and communication across the organization.
• Stay updated on medical center services, policies, and procedures to provide accurate information to callers and assist with inquiries.
• Generate reports and analyze call center data to identify trends, opportunities for improvement, and areas of concern.
• Ensure compliance with relevant regulations, such as HIPAA, and maintain confidentiality of patient information at all times.
Qualifications:
• Bachelor's degree in healthcare administration, business management, or related field preferred.
• Previous experience in a call center environment, preferably in a medical or healthcare setting.
• Proven experience in a supervisory or leadership role, with strong coaching and team-building skills.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with patients, staff, and external stakeholders.
• Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple priorities effectively.
• Proficiency in using call center software and CRM systems, with the ability to generate reports and analyze data.
• Knowledge of medical terminology and healthcare procedures preferred.
• Ability to work flexible hours, including evenings and weekends, as needed.