Call Center Supervisor

The Call Center Supervisor is responsible for overseeing daily call center operations, managing and developing a team of call center agents, and ensuring the delivery of high-quality customer and patient-focused services. The role involves performance management, process improvement, reporting analysis, and ensuring compliance with organizational standards and policies.Key ResponsibilitiesManage, coach, and develop a team of call center agents to deliver exceptional customer and patient care.Ensure efficient staffing and workforce coverage across all shifts.Monitor employee performance and conduct regular evaluations, coaching sessions, and corrective actions when required.Oversee training programs and continuous development initiatives for team members.Monitor call quality to ensure adherence to service standards and quality benchmarks.Identify and resolve escalated customer issues to ensure maximum satisfaction.Recommend and implement process and policy improvements to enhance service efficiency and operational excellence.Generate and analyze daily, weekly, and monthly operational reports to support management decision-making.Collaborate with the Team Manager to develop short- and long-term strategic and operational goals.Participate in organizational projects, audits, and surveys as required.Ensure adherence to organizational Code of Conduct and Conflict of Interest policies.Perform additional duties as assigned based on operational needs.Education RequirementsBachelor’s Degree or equivalent qualification relevant to the role.Experience Requirements5–7 years of relevant experience in:Customer CareCall Center OperationsHealthcare Call CenterCommand Center environmentsMinimum of 2 years in a Team Lead or Supervisor role.Technical SkillsAdvanced computer proficiency, including Microsoft Office and Outlook.Mandatory experience with Call Center systems and tools, including:Reporting and data analysisCisco telephony systemsQuality management systemsStrong ability to analyze operational data and performance metrics.Workforce management and scheduling knowledge.Soft SkillsStrong patient and customer care orientation.Cultural competence and ability to work in a diverse environment.Leadership, coaching, and team development skills.Strong collaboration and teamwork abilities.Commitment to continuous learning and professional growth.High ethical standards, integrity, and accountability.Excellent verbal and written communication skills.Fluency in English and Arabic (mandatory).#J-18808-Ljbffr