Call Center Supervisor

Job Description Job title Call Center Supervisor - Ahmedabad, India Ref # 228021 Location India - Ahmedabad Job family Corporate & Commercial - Closing date: 15-Nov-2025 Qatar Airways is seeking experienced professionals for the role of Call Center Supervisor based at our Combined Delivery Center in Ahmedabad, India. This position will be primarily responsible to oversee day-to-day operations of the QR Group Health & Medical Services (GHMS) Division's call center located in Ahmedabad ensuring efficient, high-quality, and patient-centered service delivery by managing a team of call center agents responsible for coordinating teleconsultation services, triaging inbound and outbound calls, and supporting medical scheduling and communication. Also, responsible to collaborate with the GHMD - Doha Office to ensure alignment with Qatar Airways standards and objectives. Responsibilities - Supervise call center executives to ensure consistent achievement of performance targets. - Allocate duties and schedule shifts to maintain adequate staffing and service coverage across operating hours. - Monitor call metrics and service quality to identify performance gaps and drive continuous improvement. - Conduct regular team meetings, training, and reviews to enhance team performance and engagement. - Oversee the triaging of inbound and outbound medical calls to ensure efficient and accurate call handling. - Ensure consistency and accuracy in appointment booking processes to provide reliable teleconsultation support. - Handle escalated and complex cases to resolve patient issues, coordinating with medical professionals as needed. - Maintain all documentation, call logs, and patient records to ensure accuracy and compliance with privacy regulations. - Support audits, reporting, and performance tracking to provide accurate operational data and insights - Collaborate with medical administration to streamline workflows and improve service delivery. - Perform other department duties related to his / her position as directed by the Head of the Department - Serve as the primary liaison between the Ahmedabad and Doha teams to ensure seamless communication and alignment. - Align call center operations with medical service protocols to uphold Qatar Airways quality standards. - Assist line manager in developing SOPs and training modules to establish clear procedures and enable service improvement. - Establish the department or teams objectives and priorities to align with and support business objectives. - Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed. Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before. Together, everything is possible Qualifications Qualifications Required: - Bachelor's Degree or Equivalent with Minimum 2 years of job-related experience - Minimum 2 years of experience in a healthcare or corporate medical services call center, in a supervisory role. - Must be willing to work flexible hours (including evenings and weekends, as needed) - Excellent communication skills in English - Strong leadership, mentoring, and conflict resolution skills - Proficiency in electronic medical record (EMR) systems and call center software - Able to pull reports and analyze data for trending analysis - Ability to manage high-volume, fast-paced environments - Attention to detail, patient confidentiality, and data protection compliance About Qatar Airways Group Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community. About Qatar Airways Group Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community. https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftllang=en&job=228021