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call center manager

American Hospital Dubai

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

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

BGroup

Key Responsibilities:Leadership &amp; Strategy<ul><li>Develop and implement the overall call center strategy to meet company objectives in sales, service quality, and customer retention.</li><li>Lead, mentor, and motivate call center supervisors, quality analysts, trainers, and agents to achieve performance targets.</li><li>Establish KPIs and monitor daily, weekly, and monthly performance metrics.</li><li>Drive a culture of accountability, teamwork, and continuous improvement.</li></ul>Operations Management<ul><li>Oversee daily call center operations to ensure smooth workflow, effective scheduling, and optimal resource utilization.</li><li>Ensure compliance with company policies, scripts, and service standards.</li><li>Implement and monitor processes for call quality, productivity, and performance optimization.</li><li>Handle escalations and complex customer issues, ensuring timely resolution.</li></ul>Sales &amp; Performance<ul><li>Set and monitor sales targets for telesales teams.</li><li>Identify opportunities to improve conversion rates and customer engagement.</li><li>Develop performance incentives and recognition programs to drive results.</li></ul>Training &amp; Quality Assurance<ul><li>Coordinate with the training and QA teams to ensure consistent product knowledge, call handling standards, and customer satisfaction.</li><li>Review and analyze call recordings and reports to identify areas for improvement.</li><li>Implement corrective actions and coaching programs to enhance performance.</li></ul>Reporting &amp; Analysis<ul><li>Analyze operational data and prepare management reports on performance, customer feedback, and trends.</li><li>Use insights to drive strategic decisions and process improvements.</li><li>Manage call center budgets and operational costs efficiently.</li></ul>Job Type: Full-timePay: AED7,000.00 - AED10,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Sales: 4 years (Required)</li><li>Customer Service: 4 years (Required)</li><li>Contact Center Head: 2 years (Required)</li></ul>

Contact Center Head

Marriott International

Operational Leadership
<ul>
 <li>Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.</li>
 <li>Ensure effective financial performance of the center.</li>
 <li>Drive overall guest and associate satisfaction across the operation.</li>
 <li>Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.</li>
 <li>Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.</li>
 <li>Coordinate internal planning and leadership of all aspects of center operations.</li>
 <li>Support administration of policies, procedures, systems, and compliance with safety standards.</li>
</ul>
Sales and Revenue Generation
<ul>
 <li>Drive achievement of call center sales goals including conversion rates and revenue per call.</li>
 <li>Participate in the sales process and build relationships with key customers and property partners.</li>
 <li>Identify and implement cross-selling and upselling strategies to enhance performance.</li>
 <li>Benchmark center metrics against "best in class" standards and adopt best practices.</li>
</ul>
Leadership and Team Management
<ul>
 <li>Lead and support a team of managers and associates with a focus on career development.</li>
 <li>Foster a culture of service excellence and accountability.</li>
 <li>Provide coaching, mentorship, and recognition to drive strong performance.</li>
 <li>Support cross-functional collaboration with other contact centers and departments.</li>
 <li>Maintain consistent communication with leadership and team members.</li>
 <li>Lead regular departmental meetings and implement performance feedback mechanisms.</li>
</ul>
Quality, Compliance &amp; Safety
<ul>
 <li>Oversee site safety and cleanliness in line with ergonomic and emergency policies.</li>
 <li>Ensure the contact center is compliant with all Marriott standards and local laws.</li>
 <li>Actively participate in quality improvement efforts and associate engagement initiatives.</li>
 <li>Monitor and resolve payroll, attendance, and scheduling concerns.</li>
 <li>Promote a professional and positive work environment.</li>
</ul>
Stakeholder Management
<ul>
 <li>Serve as liaison to senior leadership, owner relations, and property teams.</li>
 <li>Champion strong communication, alignment, and transparency across teams.</li>
 <li>Represent the center on global and regional initiatives, meetings, and programs.</li>
 <li>Support other duties as assigned by the Area Director of Operations EMEA/CALA.</li>
</ul>

Site Leader CEC Dubai

Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.
Ensure effective financial performance of the center.
Drive overall guest and associate satisfaction across the operation.
Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.
Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.
Coordinate internal planning and leadership of all aspects of center operations.
Support administration of policies, procedures, systems, and compliance with safety standards.
Drive achievement of call center sales goals including conversion rates and revenue per call.
Participate in the sales process and build relationships with key customers and property partners.
Identify and implement cross-selling and upselling strategies to enhance performance.
Benchmark center metrics against "best in class" standards and adopt best practices.
Lead and support a team of managers and associates with a focus on career development.
Foster a culture of service excellence and accountability.
Provide coaching, mentorship, and recognition to drive strong performance.
Support cross-functional collaboration with other contact centers and departments.
Maintain consistent communication with leadership and team members.
Lead regular departmental meetings and implement performance feedback mechanisms.
Oversee site safety and cleanliness in line with ergonomic and emergency policies.
Ensure the contact center is compliant with all Marriott standards and local laws.
Actively participate in quality improvement efforts and associate engagement initiatives.
Monitor and resolve payroll, attendance, and scheduling concerns.
Promote a professional and positive work environment.
Serve as liaison to senior leadership, owner relations, and property teams.
Champion strong communication, alignment, and transparency across teams.
Represent the center on global and regional initiatives, meetings, and programs.
Support other duties as assigned by the Area Director of Operations EMEA/CALA.

Site Leader CEC

Superbytes

Key Responsibilities: Supervise, motivate, and lead a team of call center agents to meet performance goals. Monitor daily operations, including call quality, productivity, and customer satisfaction. Conduct regular training sessions and performance reviews to enhance team skills. Handle escalated customer queries or complaints promptly and professionally. Prepare and analyze performance reports and present insights to management. Develop and implement process improvements to optimize call center efficiency. Ensure adherence to company policies, procedures, and quality standards. Assist with agent scheduling, attendance, and workforce management. Coordinate with other departments to resolve operational issues and enhance service delivery.

Team Leader

PS I Real Estate LLC

PRIMARY PURPOSETo oversee and manage all operational functions related to sales support, CRM systems, call center, and lead management. The Operations Manager ensures seamless coordination between sales, marketing, tech, and customer support, while supervising platforms and tools used across the company. This role plays a critical part in ensuring efficiency, lead quality, and system reliability.RESPONSIBILITIES01 - Manage and oversee the daily activities of the Operations team, including CRM coordinators, lead owners, and call center staff.02 - Supervise and ensure optimal use of all lead management systems, including &ldquo;My Leads,&rdquo; Convolo, Brightcall, and other integrated platforms.03 - Oversee call center operations, ensuring quality, responsiveness, and proper call routing to sales teams.04 - Coordinate the lead rotation schedules among agents and ensure fair, timely distribution in line with availability and performance.05 - Follow up with Sales Managers on lead feedback, campaign performance, and opportunities for optimization.06 - Liaise with the Marketing and Web Development teams to ensure proper integration of website-generated leads into CRM and sales systems.07 - Deliver CRM system training for all new joiners, ensuring they understand lead tracking, follow-up processes, and reporting protocols.08 - Monitor the accuracy and completeness of CRM data, proactively identifying gaps or irregularities in agent input or system flow.09 - Open and manage support tickets for technical bugs or issues, coordinating directly with the Acceleration Team in Jordan for timely resolution.10 - Escalate recurring problems, user complaints, or system concerns to top management with actionable summaries and proposed solutions.11 - Generate regular reports on operational performance, lead movement, system usage, and call center productivity.12 - Support cross-functional collaboration between Sales, Marketing, IT, and HR to ensure operational alignment and smooth user experience.13 - Ensure compliance with internal processes and timelines, identifying operational risks and addressing bottlenecks proactively.14 - Takes Health, Safety &amp; Environment (HSE) lead in ensuring &ldquo;safe systems of work&rdquo; and &ldquo;safe conditions&rdquo; are in place within area of responsibility.QUALIFICATIONS &amp; EXPERIENCEBachelor's degree in business administration, Operations Management, or related field.Minimum 5&ndash;7 years of experience in operations, with at least 2&ndash;3 years in a managerial role.Experience in managing cross-functional platforms and coordinating with tech teams is an advantage.Strong leadership and team management abilities.Excellent knowledge of CRM systems and lead management tools (e.g., My Leads, Convolo, Brightcall).High attention to detail, process orientation, and analytical thinking.Strong interpersonal and communication skills.Problem-solving mindset with the ability to manage time-sensitive escalations effectively.Proficiency in Microsoft Office Suite and reporting tools.Must have a good command of the English language, strong oral and written communication skillsJob Type: Full-timePay: AED15,000.00 per month

Lead Management and CRM Manager / Real Estate Experience only

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