Full job description

Job Summary

The Call Center Supervisor is responsible for overseeing daily call center operations, managing a team of agents, ensuring high-quality customer service, and achieving performance targets. This role involves coaching staff, monitoring performance, and implementing process improvements to enhance efficiency and customer satisfaction.

Key Responsibilities

• Supervise and support call center agents during daily operations
• Monitor inbound and outbound calls to ensure quality standards are met
• Track KPIs such as call volume, conversion rate, response time, and customer satisfaction
• Provide regular coaching, training, and performance feedback to team members
• Handle escalated customer complaints and resolve issues professionally
• Prepare daily, weekly, and monthly performance reports
• Ensure adherence to company policies, scripts, and procedures
• Coordinate with sales, marketing, and clinic/operations teams to ensure smooth booking processes
• Manage staff schedules, attendance, and break times
• Identify gaps and recommend process improvements to increase efficiency and results

Required Skills & Qualifications

• Proven experience as a Call Center Supervisor or similar role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Ability to analyze data and generate performance reports
• Problem-solving and decision-making skills
• Good knowledge of CRM systems and call center software
• Ability to work under pressure and meet targets

Preferred Qualifications

• Experience in healthcare, medical, or sales-driven call centers
• Knowledge of booking systems and patient/customer handling

Job Type: Full-time