Call Center Supervisor | Healthcare We are hiring on behalf of a leading healthcare organization in Riyadh, Saudi Arabia for an experienced Call Center Supervisor to lead daily contact center operations and ensure exceptional patient service across multiple clinics. This role requires a hands-on leader with strong operational ownership, excellent coaching skills, and a data-driven approach to performance management. Key Responsibilities Manage daily call center operations, staffing schedules, and agent allocation. Monitor inbound, outbound, missed, and unanswered calls to ensure service level targets are achieved. Oversee appointment booking, confirmations, rescheduling, no-show recovery, and patient follow-up activities. Monitor lead follow-up and appointment conversion performance. Conduct call quality audits, coaching sessions, and competency assessments for team members. Handle customer complaints, escalations, and operational issues, including system downtime. Ensure accurate utilization of call center, CRM, and appointment management systems. Prepare daily, weekly, and monthly operational and performance reports. Collaborate with Operations, Clinics, Marketing, IT, Quality, and Guest Relations teams to improve service delivery and patient experience. Requirements Bachelor's degree in Business Administration or a related field. Minimum 4 years of experience in a call center or customer service environment. At least 2 years of experience in a supervisory or team leadership role. Strong knowledge of call center KPIs, workforce scheduling, quality assurance, and performance management. Excellent communication skills in Arabic and English. Advanced proficiency in Microsoft Excel and operational reporting. Healthcare, patient access, or medical contact center experience is highly preferred. Experience with Vocalcom, EMR, CRM, or appointment management systems is an advantage.