Position Overview: We are seeking a dynamic and experienced Call Centre Supervisor to join our team in Dubai. As a Call Centre Supervisor at uniCare Medical Centre, you will play a pivotal role in ensuring the smooth and efficient operation of our patient contact center. You will lead a team of dedicated call center agents, fostering a positive work environment, and driving exceptional customer service. If you are a skilled leader with a passion for healthcare and customer care, we want to hear from you.

Key Responsibilities:

• Lead and manage a team of call center agents, providing guidance, support, and ongoing training.
• Ensure the call center operates effectively by monitoring performance metrics and implementing improvements where necessary.
• Create and maintain a positive work environment, fostering teamwork and employee engagement.
• Handle escalated customer inquiries and complaints to ensure prompt and satisfactory resolution.
• Develop and implement call center policies and procedures to enhance customer service and streamline operations.
• Generate reports and analyze data to track performance and identify areas for improvement.
• Collaborate with other departments to ensure seamless coordination between call center operations and clinical services.
• Stay up-to-date with healthcare industry standards and regulations to provide accurate information to callers.
• Manage schedules and staffing levels to meet customer demand effectively.

Qualifications:

• Bachelor’s degree or equivalent experience in healthcare management or related field.
• Proven experience of 2~3 years in a call center supervisory role, preferably in the healthcare industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Customer-centric mindset and dedication to providing outstanding service.
• Proficiency in using call center software and Microsoft Office suite.
• Knowledge of healthcare industry regulations and practices is a plus.
• Fluency in English; knowledge of Arabic is an advantage.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive healthcare coverage for you and your family.
• Professional development opportunities.
• A supportive and collaborative work environment.
• A chance to be a part of a respected and caring healthcare team.
• A unique opportunity to make a difference in the lives of patients.

Job Types: Full-time, Permanent