Call Center Supervisor

Key Responsibilities:
Supervise day-to-day call center operations to ensure high-quality service delivery
Lead, mentor, and manage a team of call center agents
Monitor call quality, performance metrics, and service levels
Ensure adherence to hospital policies, patient confidentiality, and service standards
Manage scheduling, staffing, and workforce planning
Handle escalations, complaints, and complex customer interactions
Generate performance reports and provide actionable insights
Work closely with IT teams to manage and optimize Cisco call center systems (e.g., Cisco UCCX/UCCE, IP Telephony)
Drive continuous improvement initiatives for better service efficiency

Requirements:
Minimum 6 years of relevant experience in call center operations
Proven supervisory/leadership experience in a similar role
Strong hands-on experience with Cisco call center solutions and telephony systems
Excellent communication (Arabic and English)

Email : skhf-careers@skhf.ae with the subject line: “Call Center Supervisor”