Full job description

We are seeking an experienced and dynamic Arabic Speaking Call Center Supervisor to lead and oversee our call center team. The role will ensure smooth day-to-day operations, deliver outstanding patient experience, and drive service excellence in line with the hospital’s standards.

Key Responsibilities:

• Supervise and manage the call center team, ensuring effective handling of inbound and outbound calls.
• Ensure patients receive accurate information about hospital services, appointments, and inquiries in both Arabic and English.
• Monitor call quality, response times, and service levels, ensuring KPIs are consistently met.
• Provide training, coaching, and performance feedback to call center agents.
• Handle escalated patient queries or complaints with professionalism and empathy.
• Coordinate with different hospital departments to ensure seamless patient communication.
• Prepare daily, weekly, and monthly reports on call center performance and recommend improvements.
• Support the implementation of new systems, processes, and service enhancements.

Qualifications & Requirements:

• Bachelor’s degree in Business Administration, Healthcare Management, or related field (preferred).
• Minimum 3–5 years’ experience in a call center environment, with at least 1–2 years in a supervisory role (preferably in healthcare or hospitality).
• Native-level fluency in Arabic and strong command of English (spoken and written).
• Strong leadership, problem-solving, and conflict-resolution skills.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency in call center systems, MS Office, and reporting tools.
• Ability to work in a fast-paced environment with a patient-first approach.