Full job description

Job Overview:

TheCustomer Care Supervisor is responsible for overseeing daily call centre operations to ensure high quality service delivery across all inbound and outbound channels. including phone, email, chat and social media.

The role includes monitoring performance metrics, ensuring compliance with company SOP’s and UAE TPA regulations, handling escalations, coaching and developing team members and identifying operational trends or process gaps for continous improvement.

The Supervisor acts as the floor manager, supporting agents, monitoring dashboards mand maintaining high quality customer interactions while fostering a productive and motivated team environment.

Responsibilities:

A. Operations and Call Centre Oversight

B. Customer Service and Escalation Management

C. Coaching, Training & Quality

D. Reporting & Performance Analysis

E. Continous improvement

F. Team Support

Skills and Specifications:

Bachelor’s Degree in Paramedical, Pharmacy, Healthcare or Business Administration aligned with Call Centre agent requirements.

Post graduate qualifications preferred.

Experience:

3-5 years in call centre environement, ideally within health insurance, TPA or healthcare.

1-2 years in a supervisory role overseeing a customer service or call centre team.

Job Types: Full-time, Permanent

Pay: AED8,000.00 – AED10,000.00 per month