Call Center Supervisor

FUTURE CONNECT is seeking an experienced customer-service professional to supervise the operations of a healthcare contact center.

🔹 Job Title: Call Center Supervisor
📍 Location: Riyadh, Saudi Arabia
🔹 Employment Type: Full-Time
🔹 Workplace Type: On-Site
🔹 Required Experience: 4+ Years
🔹 Supervisory Experience: Minimum 2 Years
🔹 Preferred Industry: Healthcare and Patient Services
🔹 Job Category: Customer Service and Contact Centers

🌟 Job Overview
The preferred candidate will demonstrate strong operational ownership, data-driven decision-making and the ability to coach and manage a customer-service team.

The Call Center Supervisor will oversee daily operations, staffing, call volumes, appointment-booking activities, lead conversion, quality monitoring, complaints and escalations.

The position also requires the ability to support a multi-site healthcare contact center and coordinate effectively with clinics and other business departments.

🔹 Key Responsibilities
🔺 Manage the daily operations of the contact center.
🔺 Prepare staffing schedules and allocate agents according to operational demand.
🔺 Monitor inbound, outbound, missed and unanswered calls.
🔺 Analyze call volumes, waiting times and service levels.
🔺 Oversee patient appointment booking, confirmation and rescheduling.
🔺 Manage no-show recovery and support the rebooking of appointments.
🔺 Ensure proper patient and customer follow-up.
🔺 Monitor lead-follow-up activities and appointment-conversion rates.
🔺 Conduct regular call-quality audits and employee-performance reviews.
🔺 Provide individual and group coaching to contact-center agents.
🔺 Conduct competency assessments and identify development requirements.
🔺 Monitor call-center key performance indicators.
🔺 Manage employee performance and implement improvement plans when required.
🔺 Handle patient and customer complaints and escalations.
🔺 Manage system downtime and coordinate rapid operational recovery.
🔺 Ensure accurate use of call-center and CRM systems.
🔺 Maintain accurate customer, patient, call and appointment records.
🔺 Prepare daily, weekly and monthly operational-performance reports.
🔺 Analyze performance data and provide recommendations for improvement.
🔺 Coordinate with Operations, clinics, Marketing and Information Technology teams.
🔺 Collaborate with Quality and Guest Relations departments.
🔺 Support consistent operations across multiple contact-center locations.

🔹 Bachelor’s degree in a relevant discipline.
🔹 At least four years of experience in a call center or customer-service role.
🔹 A minimum of two years of experience in a supervisory position.
🔹 Strong knowledge of call-center KPIs and performance measurements.
🔹 Experience in workforce scheduling and agent allocation.
🔹 Experience in call-quality monitoring and employee assessment.
🔹 Strong coaching and performance-management skills.
🔹 Ability to manage complaints, escalations and operational issues.
🔹 Data-driven approach to operational decision-making.
🔹 Strong reporting and performance-analysis abilities.
🔹 Proficiency in Microsoft Excel.
🔹 Strong Arabic and English communication skills.
🔹 Ability to coordinate effectively with multiple teams and departments.
🔹 Healthcare or patient-access experience is strongly preferred.

🌟 Preferred Systems Experience
Experience with any of the following systems is considered an advantage:
🔹 Vocalcom.
🔹 Customer Relationship Management systems.
🔹 Electronic Medical Record systems.
🔹 Appointment-booking and scheduling platforms.
🔹 Contact-center reporting and quality-monitoring tools.

🌟 Required Skills
🔹 Call-center supervision.
🔹 Customer-service team management.
🔹 Workforce planning and scheduling.
🔹 Contact-center KPI management.
🔹 Call-quality monitoring and auditing.
🔹 Coaching and competency assessment.
🔹 Complaint and escalation management.
🔹 Data analysis and operational reporting.
🔹 Patient appointment management.
🔹 Cross-functional communication and coordination.