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Medical Call Center Supervisor (151681)


Customer Service and Call Center
Entry Level (0-2 years)
Not specified


Not specified
Heliopolis, Cairo, Egypt


  • Act as a first line support between employees & the medical staff and medical providers 
  • Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures 
  • Supervise resolving as many requests as possible on first call resolution and reducing the number of inquiries redirected to next level of support 
  • Prepare weekly & monthly analysis report about call center activities 
  • Provide an advisory service to employees ensuring that they are fully aware of their medical benefits  
  • Deliver services at the defined at the SLAs / KPIs and drive operational efficiency and continuous improvement 
  • Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs 
  • Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently
  • Partner with team to execute plans to improve customer satisfaction with a focus on processes
  • Manage escalation and take ownership for ultimate issue resolution 
  • Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
  • Ensure knowledge management platform is updated


  • Maximum 2 years of experience in call center
  • Experience in the medical field is a must
  • Good English
  • Excellent communication skills
Created on23 Jun 2020
Last updated on07 Sep 2020
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