Specialized Rehabilitation Hospital; SRH – Call Center Supervisor

Specialized Rehabilitation Hospital (SRH) – Call Center Supervisor Job in Abu Dhabi

Specialized Rehabilitation Hospital (SRH) in Abu Dhabi is seeking a results‑driven Call Center Supervisor with strong leadership capabilities and hands‑on operational expertise. This full‑time, on‑site role focuses on managing daily call center operations, ensuring service quality, and driving performance improvements across the team.

The role involves overseeing call center KPIs, supporting high‑volume call periods, handling escalations, preparing performance reports, and leading a team of call center ambassadors. Candidates must have proven supervisory experience and mandatory Track Care system proficiency.

• Monitor KPIs including abandonment rate, calls waiting, AHT, adherence, and occupancy.
• Reduce abandoned calls and no‑show rates.
• Support inbound and outbound calls during peak periods.
• Handle escalations and customer complaints.
• Identify operational gaps and implement improvements.
• Prepare monthly and annual performance reports.
  
  Communicate risks and challenges to management.

• Train, coach, and supervise call center ambassadors.
• Provide continuous feedback and corrective actions.
• Ensure compliance with attendance, policies, and performance standards.
• Motivate teams and enhance engagement and productivity.
• Collaborate with supervisors and management to improve customer satisfaction.

• Bachelor’s degree.
• Minimum 3 years of experience as a Call Center Supervisor.
• Mandatory Track Care system experience.

• Strong leadership and people‑management skills.
• Excellent communication and problem‑solving abilities.
• Professional, organized, and adaptable in fast‑paced environments.
• Proficiency in call center systems (Track Care).
• Bilingual skills preferred.