Job Description

JOB SUMMARY

The Contact Center Supervisor is responsible for overseeing the day-to-day frontline operations of the Contact Center, ensuring delivery of a high-quality, patient-centered experience across voice and digital communication channels. The role directly supervises frontline caregivers and supports operational performance through real-time floor management, coaching, and adherence to service and quality standards.

The Supervisor is accountable for monitoring team performance against established KPIs including service level, productivity, quality, patient satisfaction, schedule adherence, and accuracy of documentation within EPIC and related systems. The role ensures patient interactions are handled professionally, empathetically, and effectively in both Arabic and English while maintaining compliance with organizational, regulatory, and patient confidentiality standards. The role is expected to handle calls in Arabic and English to support operation performance and to handle escalations.

Working closely with the Operations Manager, Workforce Management, Quality, and Training teams, the Supervisor supports continuous operational improvement, caregiver engagement, and implementation of new technologies, workflows, and AI-enabled tools that enhance efficiency and patient experience. The role is expected to foster a positive, accountable, and performance-driven culture while serving as the first level of escalation and operational support for frontline teams.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Supervise the day-to-day activities of frontline Contact Center caregivers, ensuring consistent delivery of a high-quality, patient-centered experience across all communication channels.
• Support implementation and adoption of new technologies, digital tools, automation initiatives, and AI-enabled workflows within daily operations.
• Ability and willingness to adapt to emerging technologies and continuously self-learn, including AI tools, automation platforms, and digital transformation initiatives that enhance operational efficiency and patient experience.
• Monitor real-time operations and queue performance, taking immediate action to address service level risks, call volumes, staffing gaps, schedule adherence, and operational disruptions.
• Ensure achievement of established KPIs including service level, quality, productivity, average handling time (AHT), schedule adherence, first contact resolution (FCR), and patient satisfaction.
• Conduct regular coaching, feedback sessions, and performance discussions with frontline caregivers to improve individual and team performance, accountability, and engagement.
• Foster a positive, motivated, and performance-driven team culture that supports caregiver engagement, retention, collaboration, and continuous improvement.
• Serve as the first level of escalation for patient concerns, complex scheduling issues, service recovery situations, and operational challenges, ensuring timely resolution and appropriate follow-up.
• Ensure all patient interactions are handled professionally and effectively in both Arabic and English, maintaining empathy, cultural sensitivity, confidentiality, and communication accuracy.
• Ensure strict adherence to organizational policies, workflows, scripting standards, and patient access guidelines.
• Promote accurate and timely utilization of EPIC and other operational systems, ensuring high standards of documentation quality, scheduling accuracy, and data integrity.
• Monitor caregiver performance through quality audits, call reviews, and operational dashboards, identifying trends and implementing corrective actions as needed.
• Support onboarding, training, and continuous development of frontline caregivers to ensure operational readiness and consistency of service delivery.
• Collaborate closely with Workforce Management, Quality, Training, Clinical Access, and Operations leadership teams to support operational goals and service improvements.
• Support implementation and adoption of new technologies, digital tools, automation initiatives, and AI-enabled workflows within daily operations.
• Ensure compliance with regulatory, organizational, patient confidentiality, and clinical governance requirements at all times.
• Perform other duties as assigned in support of Contact Center operations and organizational objectives.

QUALIFICATION & EXPERIENCE REQUIREMENTS

ESSENTIAL Education

• Bachelor degree is required

Experience

• Minimum 3–5 years of experience in a high-volume Contact Center, Customer Experience, or Healthcare Access environment.
• Experience in patient access, appointment scheduling, healthcare operations
• Experience managing frontline performance, real-time operations, escalations, and service quality.
• Experience using contact center technologies, workforce management systems, CRM platforms, and EPIC or equivalent Electronic Health Record (EHR) systems.
• Experience managing frontline performance, real-time operations, escalations, and service quality.

1–2 years of supervisory or team leadership experience/task in a KPI-driven Contact Center operational environment.

Familiarity with AI-enabled Contact Center technologies, automation tools, or digital service platforms

Job Specific Skills and Abilities

• Fluent in English and Arabic (spoken and written).
• Working knowledge of medical terminology
• Proficient in Microsoft Office applications and operational reporting tools.
• Strong understanding of Contact Center KPIs including service level, quality, productivity, schedule adherence, and patient/customer satisfaction.
• Strong coaching, communication, interpersonal, and team engagement skills.
• Ability to monitor real-time operations and respond effectively in a fast-paced, high-pressure environment.
• Strong organizational, analytical, and problem-solving capabilities.
• Ability to manage multiple priorities while maintaining operational accuracy and service excellence.
• Knowledge of healthcare workflows, patient access operations, scheduling processes, and medical terminology.
• Understanding of data accuracy, patient confidentiality, and documentation standards within healthcare systems.