Assistant Call Center Supervisor

Job Description/Specification:

Key Responsibilities

• Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.
• Oversee scheduling activities to ensure smooth, accurate, and efficient operations.
• Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs.
• Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current.
• Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues.
• Respond to referrers’ needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner).
• Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery.
• Develop and maintain awareness of evolving technologies and support implementation of process improvements.
• Prepare and submit required reports to management in a timely and accurate manner.
• Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs.
• Schedule appointments in line with organizational, site, and system protocols.
• Verify and update patient and physician information accurately in system databases.
• Provide patients with clear and accurate preparatory information regarding procedures.
• Monitor system performance and provide feedback on quality and operational improvements.
• Track staff system usage (e.g., Cisco) and address non-compliance or performance issues through corrective actions.
• Prepare monthly and ad-hoc reports as assigned; manage multiple priorities in a fast-paced environment.
• Lead and support team performance to meet operational targets and service benchmarks.
• Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required.
• Promote a proactive patient safety culture by identifying risks and implementing preventive measures.
• Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner.
• Ensure adherence to all patient safety policies, procedures, and protocols.
• Foster teamwork and maintain effective communication across teams.
• Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation.
• Maintain strict confidentiality of sensitive patient and organizational information.
• Attend required meetings, training sessions, and corporate initiatives.
• Perform any additional duties or responsibilities as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Management, Health Sciences, or a related field.

Experience & Knowledge

• Minimum of 3–5 years of experience in a call center or healthcare environment.
• At least 2 years of experience in a supervisory or team leader role.
• Strong customer service experience is essential.
• Prior experience in a medical call center and knowledge of medical terminology is preferred.

Skills & Competencies

• Strong computer skills, including CRM and data management tools.
• Excellent supervisory and leadership abilities.
• Strong verbal and written communication skills in English; Arabic is an advantage.
• Ability to work effectively with individuals from diverse cultural backgrounds.
• High level of professionalism, integrity, and confidentiality.
• Self-motivated, proactive, and able to work independently.
• Ability to perform under pressure and manage multiple priorities.
• Strong organizational and problem-solving skills.
• High level of motivation, discipline, and accountability.
• Energetic, confident, and team-oriented personality.