Key Responsibilities:

 

• Supervise and manage the daily activities of the call center team.
• Monitor team performance, productivity, and service quality to ensure achievement of departmental KPIs.
• Provide coaching, guidance, and ongoing support to call center agents.
• Conduct regular performance evaluations and identify development opportunities.
• Ensure compliance with company policies, healthcare regulations, and patient confidentiality standards.
• Handle escalated customer and patient inquiries, complaints, and complex cases.
• Monitor call quality and implement continuous improvement initiatives.
• Prepare and analyze performance reports, identifying trends and recommending corrective actions.
• Coordinate workforce scheduling to ensure adequate coverage and operational efficiency.
• Collaborate with other departments to improve patient experience and service delivery.

Job Requirements:

Qualifications & Requirements:

 

• Bachelor's degree in Business Administration, Healthcare Management, Pharmacy, Medicine, Nursing, or a related field.
• Minimum 5 years of experience in a Call Center environment, including at least 2 years in a supervisory or team leadership role.
• Previous experience in the medical, healthcare, hospital, clinic, pharmaceutical, or healthcare services sector is mandatory.
• Strong knowledge of call center operations, quality management, and customer service best practices.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM systems and Microsoft Office applications.
• Excellent communication skills in English, Arabic is a plus.