Job Description:

We are looking for an experienced Call Center Supervisor to lead our customer service team and ensure smooth day-to-day operations at Doctors Clinic Diagnostic Center. The ideal candidate will have strong leadership skills, call center management experience, and a focus on excellent patient service and team performance.

Key Responsibilities:

• Supervise and manage the daily operations of the call center team
• Lead conversion and booking
• Maintaining detailed remarks for referrals
• Clarifying pricing and payment method (insurance or cash)
• Sending location details to patients
• Allocating drivers for Patient Pick and Drop
• Sending pre-procedure instructions
• Confirming bookings one day in advance
• Monitoring that patients are booked within the TAT (Turnaround Time) after lead generation
• Following up with patients and referral clinics after insurance approval and confirming booking
• Training and supervising your staff effectively
• Analyze call center statistics and ensure the team meets performance standards.
• Handle escalated patient inquiries and complaints professionally
• Collaborate with other departments to improve patient experience
• Ensure adherence to clinic policies, procedures, and service standards

Requirements:

• 3 to 5 years of call center experience, with at least 1 year in a supervisory role
• Strong leadership, communication, and interpersonal skills
• Ability to work under pressure and manage a high-volume call center environment
• Proficiency in call center software and Microsoft Office tools
• Customer-focused mindset with problem-solving skills
• Language: English (Required), Arabic (Preferred)

Job Type: Full-time