14 Oct
Padra Medical Center
Dubai
As a Call Centre Supervisor at our medical center, you will be responsible for overseeing the day-to-day operations of the call center team, ensuring efficient and effective handling of inbound and outbound calls related to patient inquiries, appointment scheduling, and other medical-related services. You will lead a team of call center representatives, providing guidance, support, and training to ensure high-quality customer service and adherence to established protocols and procedures.
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.
▶️ Call Center Supervisor - Arabic
🖊️ Padra Medical Center
📍 Dubai