Call Center Supervisor

About the role

The Call Center Supervisor will own the day‑to‑day operations of a multi‑site healthcare contact centre, driving performance through data‑based decisions, coaching and effective escalation handling. The role ensures smooth appointment management, lead conversion and high‑quality customer interactions.

Key responsibilities

• Manage daily operations, staffing schedules and agent allocation across sites.
• Monitor inbound, outbound, missed and unanswered calls.
• Oversee appointment booking, confirmations, rescheduling, no‑show recovery and patient follow‑up.
• Track lead follow‑up and appointment conversion rates.
• Conduct call‑quality audits, coaching sessions and competency assessments.
• Handle complaints, escalations and system downtime incidents.
• Ensure accurate use of call‑center and CRM systems.
• Produce daily, weekly and monthly performance reports.
• Coordinate with Operations, clinics, Marketing, IT, Quality and Guest Relations teams.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum 4 years of call‑center or customer‑service experience, including at least 2 years in a supervisory role.
• Strong knowledge of call‑center KPIs, workforce scheduling, quality monitoring and performance management.
• Fluent in Arabic and English.
• Proficiency in Excel and operational reporting.
• Healthcare or patient‑access experience preferred.

Required skills

• Excel
• Vocalcom
• EMR systems
• CRM platforms