In this role, you will oversee day-to-day call centre performance, mentor agents, and drive service quality in alignment with uniCare’s commitment to patient satisfaction and care excellence.

Key Responsibilities

• Supervise and manage daily operations of the call centre team.
• Monitor call flow, agent performance, and adherence to KPIs.
• Ensure all patient inquiries, appointment bookings, and service requests are handled promptly and professionally.
• Train, coach, and motivate call centre staff to deliver exceptional service.
• Prepare performance reports and identify areas for improvement.
• Coordinate with clinical and administrative departments to resolve escalated issues.
• Ensure compliance with uniCare’s policies, procedures, and service standards.

Requirements

• Bachelor’s degree or equivalent qualification.
• Minimum 2–3 years of experience in a healthcare call centre, in a supervisory role.
• Excellent communication, leadership, and problem-solving skills.
• Strong knowledge of patient appointment systems and call centre software.
• Ability to work under pressure while maintaining a calm and professional demeanor.
• Fluency in English is required; Arabic or Hindi/Urdu is an advantage.