Call Center Supervisor

About the role

The leading healthcare organization in Riyadh is seeking an experienced Call Center Supervisor to oversee daily contact centre operations and ensure high‑quality patient service across multiple clinics. The role combines hands‑on leadership, operational ownership and data‑driven performance management.

Key responsibilities

• Manage day‑to‑day call centre activities, staffing schedules and agent allocation.
• Monitor inbound, outbound, missed and unanswered calls to meet service‑level targets.
• Oversee appointment booking, confirmations, rescheduling, no‑show recovery and patient follow‑up.
• Track lead follow‑up and appointment conversion performance.
• Conduct call quality audits, coaching sessions and competency assessments.
• Handle customer complaints, escalations and operational issues, including system downtime.
• Ensure accurate use of call centre, CRM and appointment‑management systems.
• Prepare daily, weekly and monthly operational and performance reports.
• Collaborate with Operations, Clinics, Marketing, IT, Quality and Guest Relations to improve service delivery.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 4 years of experience in a call centre or customer‑service environment.
• At least 2 years in a supervisory or team‑lead role.
• Strong knowledge of call centre KPIs, workforce scheduling, quality assurance and performance management.
• Excellent communication skills in Arabic and English.
• Advanced proficiency in Microsoft Excel and operational reporting.
• Healthcare or medical contact‑centre experience is highly preferred.

Required skills

• Microsoft Excel
• Vocalcom
• Electronic Medical Records (EMR) systems
• Customer Relationship Management (CRM) platforms
• Appointment management systems