Call Center Agent

A well-established Eye Center is hiring a dedicated and organized Call Center Quality & Performance Officer to join our team in Mohandessin.The ideal candidate should have previous experience working in a call center environment, preferably in a medical call center or healthcare setting. The role focuses on monitoring call center performance, reviewing recorded calls, improving patient communication quality, and helping optimize scheduling and workflow efficiency.Responsibilities include monitoring incoming and outgoing calls, evaluating staff performance, measuring KPIs, analyzing call handling and patient communication, categorizing patient inquiries and complaints, and preparing organized reports and spreadsheets for management review.The candidate will also help ensure proper patient scheduling, reduce errors in communication, improve patient experience, and maintain high standards of professionalism during all patient interactions.The role requires strong attention to detail, professionalism, accountability, and the ability to work closely with management to continuously improve call center quality and clinic workflow.Work location: MohandessinShifts available: Morning or AfternoonPreference will be given to male candidates. Previous experience in a call center is requiredPrevious experience in a medical call center is highly preferredGood understanding of call center KPIs and performance monitoringExperience reviewing recorded calls and evaluating communication qualityAbility to analyze performance and prepare organized reports/spreadsheetsStrong organizational and communication skillsAbility to categorize patient calls, complaints, and appointment types accuratelyGood computer skills, including Excel or Google SheetsProfessional attitude and ability to handle patients politely and efficientlyAbility to work under pressure and manage multiple tasksAttention to detail and commitment to improving patient experienceBachelor’s degree is preferredAbility to work in Mohandessin branchMorning or afternoon shift availability requiredMale candidates preferred