وظيفة مشرف مركز اتصال شاغرة لدى FUTURE CONNECT في الرياض

The preferred candidate should demonstrate operational ownership, data-driven decision-making, effective coaching, structured escalation management, and the ability to manage a multi-site healthcare contact center.

Key Responsibilities:

• Manage daily operations, staffing schedules, and agent allocation.
• Monitor inbound, outbound, missed, and unanswered calls.
• Oversee appointment booking, confirmations, rescheduling, no-show recovery, and patient follow-up.
• Monitor lead follow-up and appointment conversion.
• Conduct call-quality audits, coaching, and competency assessments.
• Manage complaints, escalations, and system downtime.
• Ensure accurate use call center and CRM systems. Current system.
• Provide daily, weekly, and monthly performance reports.
• Coordinate with Operations, clinics, Marketing, IT, Quality, and Guest Relations.

Candidate Requirements:

• Bachelor’s degree in a relevant field.
• At least 4 years of call center or customer-service experience, including 2 years in a supervisory role.
• Strong knowledge of call center KPIs, workforce scheduling, quality monitoring, and performance management.
• Strong Arabic and English communication skills.
• Proficiency in Excel and operational reporting.
• Healthcare or patient-access experience is strongly preferred.
• Experience with Vocalcom, EMR, CRM, or appointment systems is an advantage.