Access to Care supervisor

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.