Call Center Manager

ABOUT THE COMPANY:
Seline Clinic, a prestigious full-cycle aesthetic medical clinic, is expanding into the heart of the Middle East. We are seeking an experienced "Call Center Manager" to join our dynamic team. The Call Center Manager will oversee the day-to-day operations of our call center, ensuring smooth communication between the clinic and its clients while maintaining a high standard of customer service.

JOB DESCRIPTION:

Team Management & Leadership:

• Lead, manage, and motivate a team of Call Center Agents to meet performance targets and ensure high-quality service.
• Foster a positive and supportive team environment, providing coaching, feedback, and professional development opportunities for agents.
• Monitor and evaluate team performance through regular one-on-ones, performance reviews, and reporting.
• Organize and implement training sessions for new and existing staff to ensure they are equipped with the necessary tools and knowledge to succeed.
• Implement effective strategies to drive agent productivity, engagement, and morale.

Customer Support Oversight:

• Ensure the call center team handles customer inquiries, complaints, and requests efficiently while maintaining a high level of professionalism.
• Address customer issues that require escalation and ensure a positive resolution.
• Ensure that agents are delivering on the clinic’s promise of creating a welcoming, supportive, and empathetic experience for patients.
• Maintain a hands-on approach by occasionally stepping into customer interactions to lead by example and support the team.

Process Improvement & Reporting:

• Analyze and evaluate the performance of the call center through data-driven insights to identify trends, bottlenecks, and areas for improvement.
• Develop and implement strategies to enhance customer service processes and improve patient satisfaction.
• Ensure all customer interactions are recorded accurately and efficiently, and that data is used to identify opportunities for improvement.
• Prepare and submit daily, weekly, and monthly performance reports to the upper management.
• Work closely with other departments to ensure smooth communication and streamlined processes.

Multichannel Communication Management:

• Oversee communication across multiple channels including phone, email, live chat, and social media to ensure consistent, professional service delivery.
• Ensure timely and accurate responses to patient inquiries across all communication platforms, meeting response time goals.

Product/Service Knowledge:

• Maintain up-to-date knowledge of the clinic’s services, promotions, and pricing to ensure that team members can accurately communicate value propositions to potential clients.
• Ensure that the team can clearly explain services, packages, and offers to patients and respond to questions regarding aesthetics procedures and treatments.

Quality Assurance:

• Continuously review and assess call quality to ensure that agents adhere to clinic standards and company protocols.
• Implement a robust quality assurance system to monitor and evaluate agent performance, providing feedback to ensure consistency in customer service delivery.
• Regularly review agent-client interaction logs and assess customer feedback to identify areas for improvement.

Cross-Selling and Upselling Strategy:

• Ensure the team is effectively identifying opportunities for cross-selling and upselling additional services or products to clients, maximizing revenue potential.
• Help set and meet sales targets and KPIs for the call center while maintaining the highest levels of customer satisfaction.

Follow-Up and Coordination:

• Establish clear procedures for follow-ups and coordination between call center agents, other clinic departments, and external vendors.
• Monitor follow-up procedures to ensure leads are nurtured, appointments are scheduled, and customer issues are resolved promptly.
• Work with marketing and sales teams to ensure promotional campaigns are executed efficiently and feedback is shared to improve strategies.

Team Collaboration & Communication:

• Collaborate with other departments to resolve issues and optimize client experiences, ensuring smooth and efficient operations within the clinic.
• Serve as the main point of contact for the clinic’s leadership team for all issues related to customer service and call center performance.
• Work closely with HR to ensure appropriate staffing levels and provide feedback on team performance, development, and hiring needs.

JOB REQUIREMENTS:

• Bachelor’s Degree.
• Minimum 4 years of experience in managing a call center, ideally in the UAE, preferably within the healthcare or aesthetic clinic industry.
• Proven track record of leading and achieving sales and customer service targets.
• Strong leadership and team management skills, with experience in coaching and developing employees.
• Exceptional communication skills, both written and verbal, with the ability to handle escalations professionally.
• Ability to multi-task, set priorities, and manage time effectively in a fast-paced environment.
• Strong analytical skills with the ability to interpret data, create reports, and drive actionable improvements.
• Excellent organizational and interpersonal skills, with a client-first mindset.
• Experience in aesthetics or healthcare services in Dubai is highly preferred.
• Russian language proficiency is a plus.
• Familiarity with CRM systems, call center software, and data analytics tools.

COMPENSATION & REWARDS:

• Highly competitive compensation with local benefits.
• Strong incentive scheme tied to team and individual performance.
• Opportunities for career growth and professional development within the clinic’s expanding operations.
• KPIs based on call handling, customer satisfaction, and sales targets.

Job Type: Full-time

Application Question(s):

• What is your notice period?
• What is your salary expectation in AED?
• How many years of experience do you have in Aesthetic Clinic industry?