Call Center Supervisor

Job description

To oversee the daily operations of the branch to ensure high-quality medical services, patient satisfaction, and compliance with operational policies, procedures, and approved health standards.

Responsibilities

Supervise daily operations within the branch and ensure smooth workflow across departments (reception, nursing, physicians, medical records, pharmacy if applicable).

Monitor staff performance , provide guidance and motivation, and ensure adherence to clinic policies, quality standards, and customer service principles.

Organize work schedules , monitor attendance, and manage leave to ensure adequate staffing during operating hours.

Handle patient complaints and feedback professionally and escalate to management when necessary.

Ensure cleanliness and safety of the facility, and verify readiness of clinics, examination rooms, equipment, and medical/non-medical supplies.

Monitor medical and non-medical inventory and coordinate with relevant departments to meet operational needs.

Track branch KPIs , such as number of visits, patient satisfaction, appointment adherence, and productivity.

Prepare periodic reports on workflow, challenges, and proposed solutions and submit them to senior management.

Ensure compliance with health regulations , Ministry of Health guidelines, and infection control policies.

Coordinate with administrative departments (Finance, HR, Marketing, IT) to support branch operations.