call center director

American Hospital Dubai

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. 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

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. 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>PROFESSIONAL EXPERIENCE:<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

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. 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

First Abu Dhabi Bank (FAB)

Company Description 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. Job Description JOB PURPOSE: 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. 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

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. Job Description JOB PURPOSE: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. 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>

Call Center Executive (Emiratized role)

Lifepoint Behavioral Health

Schedule: Full-time Your experience matters At Ottumwa Regional Health Center, we are driven by a profound commitment to prioritize your well-being so you can provide exceptional care to others. Here, you're not just valued as an employee, but as a person. As a Behavioral Health Program Director joining our team, you're embracing a vital mission dedicated to making communities healthier . Join us on this meaningful journey where your skills, compassion, and dedication will make a remarkable difference in the lives of those we serve. More about our team Program Directors who are registered nurses will also serve as the Director of Psychiatric nursing for the unit. Program Directors who are Licensed Mastered Social Workers will also serve as the Director of Social/Clinical Services on the unit. How you'll contribute A Behavioral Health Program Director who excels in this role: <ul><li> Maintain overall responsibility for all aspects of operations. </li><li> Responsible for hiring, training, supervision when required, and evaluation of all unit staff. </li><li> Participate in providing care as needed and ensures services are carried out and documented appropriately. </li><li> Participate in on-call schedule accordingly, as indicated based on licensure. </li><li> Assure that all policies established by the Governing Body are implemented appropriately. </li><li> Direct the strategic planning and assists the facility growth and outreach department in the marketing for programs, with input from divisional support leader </li></ul> Why join us We believe that investing in our employees is the first step to providing excellent patient care. In addition to your base compensation, this position also offers: <ul><li> Comprehensive Benefits: Multiple levels of medical, dental and vision coverage for full-time and part-time employees. </li><li> Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.</li><li> Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.</li><li> Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).</li><li> Professional Development: Ongoing learning and career advancement opportunities. </li></ul> What we're looking for Applicants should have a current state license and possess a bachelor's degree. Additional requirements include: <ul><li> Master's Degree in Nursing preferred, or Bachelor Science in Nursing or equivalent or be qualified by education and experience in the care of the mentally ill. or </li><li> Social Work, Marriage and Family Therapy, Professional Counseling preferred. </li><li> 3 years of leadership experience preferred. </li><li> 3 years of experience in the caring for the mentally ill. </li></ul> EEOC Statement "Ottumwa Regional Health Center is an Equal Opportunity Employer. Ottumwa Regional Health Center is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment." Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

Program Director, Behavioral Health

Community Legal Aid SoCal

<div>Description:

Lead a compassionate, trauma-informed intake team that connects our community to legal services, ensuring every call and request becomes a pathway to safety and justice!
Community Legal Aid SoCal seeks an experienced, dynamic, and mission-driven Intake &amp; Assessment Supervising Attorney to lead our team. This role oversees the centralized intake call center and online intake systems, supervises intake staff, and ensures high-quality, trauma-informed legal access for low-income individuals and seniors across Orange and Los Angeles Counties. This hybrid full-time exempt position reports to the Director of Legal Services.
Responsibilities<ul><li>
Oversee the centralized intake call center and online intake systems, ensuring timely and appropriate responses to requests for legal assistance.</li><li>
Supervise intake staff, coordinators, and paralegals, including recruitment, training, mentoring, and accurate timekeeping.</li><li>
Manage volunteer attorneys, paralegals, law students, and paralegal students supporting intake and off-site clinics.</li><li>
Assist in designing call flow charts, call routing, intake screening scripts, and protocols for all areas of law.</li><li>
Develop training materials, compliance forms, advice letter templates, referral manuals, and outcome questionnaires.</li><li>
Monitor call volume, response times, and client satisfaction, implementing process improvements as needed.</li><li>
Ensure high-quality, trauma-informed service delivery and adherence to organizational standards and protocols.</li><li>
Conduct regular case reviews and audits of intake work to ensure accuracy, consistency, and compliance with organizational policies and legal standards.</li><li>
Prepare reports on performance, trends, and service gaps for leadership review.</li><li>
Track productivity and outcomes to ensure performance aligns with program goals and service delivery expectations.</li><li>
Implement trauma-informed approach throughout intake &amp; assessment.</li></ul>
Requirements:

Education:<ul><li>
Juris Doctor and active membership in good-standing with the State Bar of California Bar or member of another state bar and ability to register as a legal services provider.</li></ul>
Qualifications:<ul><li>
Minimum of 5 years of legal practice with experience in client interviewing, legal research and writing, drafting, negotiation, and demonstrated knowledge of poverty law across multiple areas.</li><li>
Valid driver&rsquo;s license, reliable vehicle, active insurance policy or other ability to travel frequently in and around the service area for representation and to engage with clients and community partners - Required.</li><li>
Bilingual proficiency &ndash; Preferred</li><li>
Experience managing, supervising, and mentoring staff.</li><li>
Knowledge of intake systems and technology, with proficiency in Microsoft Office Suite, Clio (or similar), and other software.</li><li>
Strong written and verbal communication skills, with a proactive, solution-focused approach.</li><li>
Ability to work in a fast-paced, results-oriented environment and collaborate with partner organizations.</li><li>
Empathetic, energetic, and trauma-informed approach when working with clients and colleagues.</li><li>
Comfort anticipating challenges, thinking on their feet, and providing trauma-responsive services.</li><li>
Ability to commit and model CLA's mission and values. - Required</li><li>
Familiarity with Legal Services Corporation (LSC) rules and regulations - Preferred.</li></ul>
Holistic Benefits:<ul><li>
35-hour workweek - the work dictates the work schedule; some positions may work weekends or evenings.</li><li>
Hybrid Schedule</li><li>
16 paid holidays + PTO (including wellness days) starting Day 1</li><li>
Medical, dental, vision, life insurance, and long-term disability</li><li>
401(k) with employer contribution</li><li>
Student loan reimbursement program</li><li>
Bilingual bonus pay for qualified staff</li></ul>
About CLA SoCal:
Community Legal Aid SoCal (CLA SoCal) is a welcoming and hopeful non-profit organization dedicated to meeting the legal needs of low-income residents and seniors throughout Orange and Los Angeles Counties. We provide equal employment opportunities. We strongly encourage all interested individuals to apply, including people of different abilities, religions, identities, orientations, nationalities, and ethnicities. All individuals who are seeking a welcoming environment who celebrate and value the unique characteristics of every member of the team who believe they have the skills necessary to thrive at CLA SoCal to apply for this role.</div>

Supervising Attorney (Hybrid)

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