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call center director

American Hospital Dubai

<p>Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction.</p> Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

<p>Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow.</p> Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul><p><strong>PROFESSIONAL EXPERIENCE:</strong></p><ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

Call Center Manager

Meraki Group

<p>Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.</p> Key Responsibilities <ul><li>Answer inbound calls from families promptly and professionally.</li><li>Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.</li><li>Handle parent inquiries, complaints, and requests with accuracy and empathy.</li><li>Provide detailed information about the school, its processes & upcoming events/ activities.</li><li>Record & update details of all interactions in the CRM.</li><li>Escalate complex issues to senior team members & refer cases to specific teams depending on case history.</li><li>Achieve daily/weekly/monthly call handling and performance targets.</li><li>Maintain a positive, professional, and courteous tone during all customer interactions.</li><li>Follow call scripts, quality standards, and compliance guidelines.</li></ul> Qualifications <ul><li>Bachelor's degree is a must.</li><li>Prior customer service or call center experience is an advantage but not mandatory.</li><li>Excellent English communication Skills.</li><li>Active listening and problem-solving abilities.</li><li>Ability to remain calm under pressure and handle difficult parents.</li><li>Basic computer knowledge and familiarity with MS Office/CRM tools.</li><li>Flexible working in shifts for an international location.</li></ul>

Call center Executive

NMC Health plc

<div><p><div><div><div><div><p><b>Key Accountabilities<br>
</b></p></div></div><br>
<div><div><ul><li><p>Managing the Patient Experience<br>
</p></li></ul></div></div><br>
</div></div></p><p></p><p><div><div><div><div><p><b>Specific Responsibilities for this Role<br>
</b></p></div></div><br>
<div><div><ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
</p></li><li><p>Maintaining departmental KPI&rsquo;s.
</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI&rsquo;s and overall patient experience.
</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.
</p></li><li><p>Ensures call backs are completed in a timely manner.
</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.
</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
</p></li><li><p>Assists the patient in the best way possible and creating a good impression
</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
</p></li><li><p>Multitask and manage the call volumes as per the call process flow.
</p></li><li><p>Promote the services of the hospital to patients.
</p></li><li><p>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
</p></li><li><p>Strictly adheres to NMC&rsquo;s regulations and policies especially those related to infection control, patient safety &amp; JCI.
</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
</p></li><li><p>Participates and contributes to scheduled in-house training programs.
</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
</p></li><li><p>Maintains patient &amp; staff confidentiality.
</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.
</p></li><li><p>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.
</p></li><li><p>Doctors calendar creation and updating &amp; maintaining doctors notes.
</p></li><li><p>Maintaining the duty change as per the unit protocol.</p></li></ul></div></div></div></div></p></div>
<br><div><p><div><div><div><div><p><b>Key Accountabilities<br>
</b></p></div></div><br>
<div><div><ul><li><p>Managing the Patient Experience<br>
</p></li></ul></div></div><br>
</div></div></p><p></p><p><div><div><div><div><p><b>Specific Responsibilities for this Role<br>
</b></p></div></div><br>
<div><div><ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
</p></li><li><p>Maintaining departmental KPI&rsquo;s.
</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI&rsquo;s and overall patient experience.
</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.
</p></li><li><p>Ensures call backs are completed in a timely manner.
</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.
</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
</p></li><li><p>Assists the patient in the best way possible and creating a good impression
</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
</p></li><li><p>Multitask and manage the call volumes as per the call process flow.
</p></li><li><p>Promote the services of the hospital to patients.
</p></li><li><p>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
</p></li><li><p>Strictly adheres to NMC&rsquo;s regulations and policies especially those related to infection control, patient safety &amp; JCI.
</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
</p></li><li><p>Participates and contributes to scheduled in-house training programs.
</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
</p></li><li><p>Maintains patient &amp; staff confidentiality.
</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.
</p></li><li><p>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.
</p></li><li><p>Doctors calendar creation and updating &amp; maintaining doctors notes.
</p></li><li><p>Maintaining the duty change as per the unit protocol.</p></li></ul></div></div></div></div></p></div>
<br><div><p><div><div><div><div><p><b>Minimum Qualification &amp; Experiences<br>
</b></p></div></div><br>
<div><div><p>Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.<br>
</p></div></div><br>
</div></div></p><p></p><p><div><div><div><div><p><b>Competencies<br>
</b></p></div></div><br>
<p></p><div><div><p><div><div><div><div><p><b>Core<br>
</b></p></div><div><p><b>Level<br>
</b></p></div></div><br>
<div><div><p>Exceptional interpersonal skills.<br>
</p></div><div><p>Proficient<br>
</p></div></div><br>
<div><div><p>Strong analytical and problem-solving skills.<br>
</p></div><div><p>Proficient<br>
</p></div></div><br>
<div><div><p>Excellent command of oral and written English. Arabic language desirable but not essential.<br>
</p></div><div><p>Proficient<br>
</p></div></div><br>
<div><div><p>Ability to think critically and maintain a high level of confidentiality.<br>
</p></div><div><p>Proficient<br>
</p></div></div><br>
<div><div><p>Proficiency in MS office.<br>
</p></div><div><p>Proficient</p></div></div></div></div></p></div></div></div></div></p></div><p></p>

Call Centre Executive

First Abu Dhabi Bank (FAB)

Company Description <p>Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.</p> Job Description JOB PURPOSE: <p>To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues.</p> Specific Job Responsibilities <ol> <li>Provide excellent customer service by attending to incoming calls within quality guidelines.</li> <li>Handle and resolve customer complaints to their satisfaction within the defined authority limits and escalate as per process.</li> <li>Recommend potential products or services to management by collecting customer information and analyzing their needs.</li> <li>Ensure the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.</li> <li>Contribute to the business by generating new prospects/leads and upselling FAB products.</li> <li>Maintain customer records by updating customer history through service requests, complaints, and notes.</li> <li>Maintain confidentiality of the bank's customers and data.</li> <li>Ensure the business complies with the bank's policies and standards, as well as local laws and regulations.</li> <li>Attend to special tasks assigned by team leaders and managers.</li> <li>Demonstrate flexibility in adhering to scheduled shifts and on-call/unplanned shifts to meet service level and abandoned rate targets.</li> <li>Ensure punctuality, adherence to policies and procedures, and discipline within the center.</li> </ol>

Call Center Executive - Emiratized Role

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 Join the UAE&rsquo;s largest bank and one of the world&rsquo;s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting &amp; dynamic industry.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  JOB PURPOSE:
  <br/>
  <br/>
 </strong>
 To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues
 <br/>
 <br/>
 <strong>
  Specific Job Accountability
  <br/>
  <br/>
 </strong>
 &squf; Provide excellent customer service by attending to incoming calls within the quality guidelines
 <br/>
 <br/>
 &squf; Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per process
 <br/>
 <br/>
 &squf; Recommend potential products or services to management by collecting customer information and analyzing customer needs
 <br/>
 <br/>
 &squf; Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores 2
 <br/>
 <br/>
 &squf; Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
 <br/>
 <br/>
 &squf; Maintains customer records by updating customer history through service requests/complaints and Notes
 <br/>
 <br/>
 &squf; Maintain confidentiality of the bank&rsquo;s customers and data
 <br/>
 <br/>
 &squf; Ensure the business meets its obligations under the Bank&rsquo;s Policies and Standards and under local laws/regulations
 <br/>
 <br/>
 &squf; Attend to special tasks assigned by team leader and Managers
 <br/>
 <br/>
 &squf; Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
 <br/>
 <br/>
 &squf; Ensure self-punctuality, adherence of policies &amp; procedures and discipline to the Centre
</div>


Call Center Executive (Emiratized role)

<p>Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting & dynamic industry.</p> Job Description <p><strong>JOB PURPOSE:</strong></p><p>To serve customers by providing product and service information; resolving product and service issues while maintaining immaculate quality standards. To ensure the financial and reputational integrity of the organization by providing end-to-end solutions for a better customer service experience. This role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues.</p> Specific Job Accountability <ol><li>Provide excellent customer service by attending to incoming calls within the quality guidelines.</li><li>Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process.</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs.</li><li>Ensure the quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.</li><li>Contribute to the business by generating new prospects/leads and upselling all types of FAB products.</li><li>Maintain customer records by updating customer history through service requests/complaints and notes.</li><li>Maintain the confidentiality of the bank's customers and data.</li><li>Ensure the business meets its obligations under the Bank's Policies and Standards and local laws/regulations.</li><li>Attend to special tasks assigned by team leaders and managers.</li><li>Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.</li><li>Ensure self-punctuality, adherence to policies & procedures, and discipline within the Centre.</li></ol>

Explore 809+ Call center director in Dubai this November. Find roles across top companies and apply now to boost your career.

809 call center director jobs IN Dubai

Call Center Supervisor

Call Center Manager

Call center Executive

Call Centre Executive

Call Center Executive - Emiratized Role

Call Center Executive (Emiratized role)

Call Center Executive (Emiratized role)