JOB SUMMARY

The Call Center Supervisor is responsible for managing, coordinating, and supervising all operational activities of the Call Center Agent team (Inbound/Outbound), ensuring key performance indicators (KPIs), service quality standards, and patient experience are met in alignment with Hoan My Group's standards.

This role is pivotal in maintaining the operational effectiveness of the Call Center, ensuring that patients receive timely assistance, guidance, and access to the Group's network of hospitals, clinics, and specialist departments. The Supervisor is also responsible for monitoring team performance, managing call quality assurance (QA), conducting staff training and coaching, scheduling shifts, and optimizing resources to maintain Service Levels and enhance patient experience in line with Hoan My Group standards

PRIMARY RESPONSIBILITIES

Performance Management & KPI Control 

• Monitor and manage KPIs for individual agents and the overall team
• Ensure achievement of key metrics: Service Level, ASA (Average Speed of Answer), AHT (Average Handle Time), CSAT (Customer Satisfaction Score), and QA (Quality Assurance)
• Analyze root causes of performance gaps and develop improvement plans
• Manage working hours, productivity, and schedule adherence

Quality Assurance (QA) & Service Excellence 

• Score and evaluate calls against quality standards
• Review calls involving complaints or escalations
• Ensure adherence to processes, call scripts, and company policies

Team Coaching & Staff Development

• Conduct regular 1:1 coaching session with agents
• Provide training in communication skills and situation handling
• Support onboarding and training of new staff

Workforce Management & Scheduling 

• Plan and manage staff schedules
• Ensure optimal staffing levels based on forecasted call volumes and operational requirements
• Coordinate shift adjustments in response to unplanned situations

Reporting & Continuous Improvement 

• Compile regular operational reports
• Analyze data and propose process improvements
• Monitor and escalate critical issues

OUR CARE VALUES

“Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.”

• Diploma or bachelor’s degree in business administration, Customer Service, Hospital Management, or a related field
• Minimum 2–3 years of experience in a Call Center or Customer Service environment
• At least 1 year of experience in a supervisory or team leader role (experience in healthcare or hospital settings is preferred)
• Solid understanding of Call Center operational metrics (Service Level, ASA, AHT, CSAT, QA, FCR, etc.)
• Intermediate English communication skills
• Leadership and team performance management skills (KPI tracking, coaching, and appraisal)
• Data analysis and operational reporting skills
• Problem-solving and complaint handling skills
• Strong interpersonal and cross-functional communication skills