Call Center Supervisor

Clinica Sabah Specialty Hospital is looking for an experienced and motivated Call Center Supervisor to lead our call center team and ensure an excellent patient experience from the first point of contact.

Job Responsibilities

• Lead, supervise, train, and motivate the Call Center team to deliver high-quality patient service.
• Manage and optimize CRM workflows, lead tracking, customer follow-up, and reporting.
• Monitor daily call center operations and ensure efficient handling of patient inquiries and appointment bookings.
• Handle escalated patient concerns and complaints professionally and efficiently.
• Monitor and analyze key performance indicators (KPIs), including response time, conversion rate, call quality, and patient satisfaction.
• Coordinate closely with medical and administrative departments to ensure smooth appointment booking and patient follow-up.
• Develop and maintain call scripts, workflows, and processes to ensure clear, professional, and consistent communication.
• Identify areas for improvement and implement initiatives to increase team productivity and patient satisfaction.
• Prepare regular performance reports and provide recommendations to management.

Requirements

• Minimum 5 years of Call Center experience, including experience in a supervisory or management position.
• Strong hands-on experience with CRM systems such as Salesforce, Zoho, HubSpot, or similar platforms.
• Native Arabic speaker with fluent English communication skills.
• Proven leadership, coaching, and team management skills.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm and professional when handling difficult or sensitive situations.
• Excellent patient-facing and communication skills.
• Strong understanding of Call Center KPIs and performance management.
• Previous experience in healthcare, hospitals, clinics, or aesthetics is highly preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

What We Offer

• Competitive salary package.
• Opportunity to join a growing, patient-focused specialty hospital in Dubai.
• Professional and supportive working environment.
• Opportunity for career growth and development.

Job Type: Full-time
Location: Dubai, UAE
Industry: Healthcare / Specialty Hospital
Department: Call Center / Patient Experience

Work Location: In person