Customer Service Supervisor

Job description

About the employer Healthcare, a global health service company serving over 180 million customers and patients in more than 30 countries and aligned with Vision 2030 in Saudi Arabia. The Customer Service Supervisor oversees daily activities of a team of customer service representatives, providing guidance on policies, procedures, service quality, and training needs. • Lead and mentor the customer service team, fostering a culture of excellence and accountability. • Develop training programs to enhance team performance. • Design and implement strategies to improve the overall patient experience and ensure timely resolution of inquiries. • Monitor customer feedback and service metrics to drive quality improvements. • Build and maintain strong relationships with hospitals and healthcare providers to facilitate communication and collaboration. • Map and analyze the patient journey to identify improvement opportunities and boost engagement and satisfaction. • Prepare regular reports on service performance, patient satisfaction, and operational efficiency for senior management. • Utilize data analytics to identify trends, opportunities, and challenges. • Ensure compliance with regulatory requirements, company policies, and quality standards.

Requirements

• Bachelor's degree in Business Administration, Healthcare Management, or related field
• Master's degree a plus
• 5-10 years experience in customer service management preferably in the healthcare sector
• strong understanding of healthcare operations, patient experience, and hospital delegation processes
• excellent leadership, communication, and interpersonal skills
• proficiency in data analysis and reporting tools
• ability to work collaboratively in a fast-paced environment and manage multiple priorities.

Skills