WE'RE HIRING - CALL CENTER SUPERVISOR
LOCATION: DR. ZIAUDDIN HOSPITAL, HEAD OFFICE, NORTH NAZIMABAD KARACHI

JOB SUMMARY:
Dr. Ziauddin Hospital is looking for an experienced Call Center Supervisor with excellent English communication skills to lead and manage daily call center operations. The incumbent will supervise a team of call center officers, ensure high-quality patient interactions, and oversee both inbound and outbound call activities while meeting performance standards.

JOB RESPONSIBILITIES:
. Supervise and manage daily inbound and outbound call center operations.
. Monitor team performance, call quality, and KPIs (AHT, service level, patient satisfaction),
. Coach, train, and mentor call center staff to improve performance and communication standards.
. Ensure fluent English communication is maintained across all patient interactions.
. Handle escalated calls, complaints, and complex patient queries professionally.
. Prepare daily/weekly/monthly performance reports for management.
. Coordinate with hospital departments for accurate and updated information flow.
. Ensure adherence to hospital policies, SOPs, and confidentiality standards.
. Manage shift schedules, attendance, and workforce planning.

KNOWLEDGE & COMPETENCES:
. Fluent English communication (spoken & written) is mandatory.
. Strong leadership and team management skills.
. Excellent call quality monitoring and coaching ability.
. Good understanding of KPIs, reporting, and performance management.
. Proficiency in CRM systems and MS Office.
. Ability to handle pressure and resolve conflicts effectively.

REQUIREMENTS:
Academic Qualification: Minimum Bachelor's degree (preferably in Business Administration or relevant field).
Working Experience: 3-5 years of call center experience, with at least 1-2 years in a supervisory role. Hands-on experience in both inbound and outbound call handling (preferably in healthcare sector).