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call center manager

American Hospital Dubai

<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

VaporVM

<div><div><div><b>Date Posted:</b></div>
24 December, 2025</div>
<div><div><b>Industry:</b></div>
IT Services and IT Consulting</div>
<div><div><b>Location:</b></div>
VAPORVM IT SERVICES DMCC</div></div>
<br><div><h2 class="jobSectionHeader"><b>Job Description:</b></h2>
<div><p><b>NOC &amp; Call Center Manager</b></p>
<p><b>
Position Summary</b></p>
<p>
The NOC &amp; Call Center Manager leads both the technical 24&times;7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.</p>
<p><b>
Core Responsibilities</b></p>
<ul><li>Manage <b>NOC operations</b> (infrastructure, network, cloud monitoring) and <b>Call Center operations</b>(customer service, helpdesk).</li></ul>
<ul><li>Define and monitor KPIs across both domains (MTTR, SLA uptime, AHT, FCR, CSAT).</li></ul>
<ul><li>Oversee workforce scheduling, 24&times;7 coverage, and rotation planning.</li></ul>
<ul><li>Lead incident management, escalation handling, and major incident communication.</li></ul>
<ul><li>Ensure integration of monitoring tools (NOC) with ITSM/ticketing systems (Call Center).</li></ul>
<ul><li>Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.</li></ul>
<ul><li>Generate executive reports for management and drive continuous service improvement.</li></ul>
<p><b>
Required Experience</b></p>
<ul><li>12+ years in IT operations, customer service, or service management.</li></ul>
<ul><li>5+ years in managing NOC, SOC, or Call Center operations.</li></ul>
<p><b>
Skills</b></p>
<ul><li>Strong command of <b>ITIL, ISO 20000</b> for service operations.</li></ul>
<ul><li>Leadership and staff development across technical and customer teams.</li></ul>
<ul><li>Proficiency in NOC monitoring tools (Dynatrace, vROps, SolarWinds) and Call Center CRM/IVR systems.</li></ul>
<ul><li>Crisis management and cross-functional stakeholder engagement.</li></ul>
<ul><li>Arabic Language Business Proficiency</li></ul>
<p><b>
Certifications</b></p>
<ul><li>ITIL v4 Managing Professional (mandatory).</li></ul>
<ul><li>PMP or PgMP (preferred).</li></ul>
<ul><li>Customer Service/Call Center Operations certification (preferred).</li></ul>
<p><b>
Key Deliverables</b></p>
<ul><li>Unified operational dashboard covering NOC and Call Center performance.</li></ul>
<ul><li>Monthly SLA, uptime, and customer satisfaction reports.</li></ul>
<ul><li>Staff training, shift rotation plans, and workforce optimization schedules.</li></ul>
<ul><li>Incident and problem management reports with root cause analysis.</li></ul>
<p><b>
KPIs</b></p>
<ul><li>Service Availability &amp; SLA compliance.</li></ul>
<ul><li>MTTR / MTTA (technical incidents).</li></ul>
<ul><li>First Call Resolution (FCR) &amp; CSAT (customer support).</li></ul>
<ul><li>Staff productivity and schedule adherence.</li></ul>
<p><b>
Reporting</b></p>
<p>
Reports to Head of IT (Deputy CTO/CTO), with dotted-line reporting to Customer Experience leadership.</p></div></div><p></p>

NOC & Call Center

<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

The urban Advisors LLC

<p>Job Title</p><p><b>Call Center Agent &ndash; Real Estate</b></p><p>Location</p><p>Dubai, UAE</p><p>Job Type</p><p>Full-time</p><p>Job Summary</p><p>We are looking for a <b>Call Center Agent</b> to handle inbound and outbound calls related to real estate inquiries. The role involves qualifying leads, providing basic project information, scheduling site visits, and supporting the sales team to convert prospects into clients.</p><p>Key ResponsibilitiesCall Handling &amp; Lead Management</p><ul><li>Handle <b>inbound calls</b> from property portals, ads, and marketing campaigns</li><li>Make <b>outbound calls</b> to generated leads and database clients</li><li>Qualify leads based on budget, location, property type, and buying timeline</li><li>Explain basic details of <b>off-plan and ready properties</b></li><li>Schedule site visits, meetings, and follow-ups for sales consultants</li></ul><p>Customer Support</p><ul><li>Answer customer queries professionally and promptly</li><li>Maintain a positive, helpful, and persuasive communication style</li><li>Follow up with clients via calls, WhatsApp, SMS, and email</li></ul><p>CRM &amp; Reporting</p><ul><li>Update lead information accurately in the <b>CRM system</b></li><li>Track call outcomes, follow-ups, and appointment status</li><li>Submit daily/weekly call and lead conversion reports</li></ul><p>Compliance &amp; Process</p><ul><li>Follow company scripts, call quality standards, and RERA compliance guidelines</li><li>Maintain confidentiality of client data</li></ul><p>Skills &amp; RequirementsRequired</p><ul><li>1&ndash;3 years experience in <b>call center / telesales / real estate calling</b></li><li>Excellent <b>English communication</b> skills (Arabic/Hindi is a plus)</li><li>Strong persuasion and negotiation skills</li><li>Ability to handle high call volumes</li><li>Basic knowledge of Dubai real estate (off-plan, payment plans, commissions)</li><li>Familiar with CRM systems (HubSpot, Zoho, Salesforce, etc.)</li></ul><p>Preferred</p><ul><li>Experience with <b>property portals</b> (Bayut, Property Finder, Dubizzle)</li><li>Understanding of <b>Dubai developers &amp; projects</b></li><li>Target-oriented mindset</li></ul><p>Key Performance Indicators (KPIs)</p><ul><li>Number of calls made/received daily</li><li>Qualified leads generated</li><li>Appointments/site visits scheduled</li><li>Lead-to-appointment conversion ratio</li><li>Follow-up effectiveness</li></ul><p>Working Hours</p><ul><li>6 days a week</li><li>Shift-based (depending on campaign)</li></ul><p>Compensation &amp; Benefits</p><ul><li>Fixed salary + <b>performance-based incentives</b></li><li>Visa &amp; medical insurance (as per UAE labor law)</li><li>Career growth into <b>Sales Consultant / Relationship Manager</b> roles</li></ul><p>Job Type: Full-time</p><p>Pay: AED1,000.00 - AED2,500.00 per month</p>

Call Centre Agent

Gargash Hospital

<p>Job Location</p>
 
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 <p> <span>1 to 5 years</span> </p>
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 <p>Qualification Level</p>
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 <p> <span>Diploma; Graduate</span> </p>
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 <p>Job Function</p>
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 <p> <span>Customer Service / Telecalling<br> </span> </p>
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 <p> <span>call center experience</span> </p>
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 <p>Preferred Jobseekers</p>
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 <p>Jobseekers from any country</p> 
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<span>Call Centre Agent<br> <br>Job Location : Dubai, UAE<br> <br>Job Details :<br> <br>  Should be a Diploma holder or bachelor s degree with prior experience in healthcare call centre set up.<br>  Should be flexible with rotation of shift work.   Team player with work under pressure is much required.<br> </span>
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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

Concentrix

<div><h2 class="jobSectionHeader"><b>Essential Functions/Core Responsibilities
</b></h2><ul><li>Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed</li></ul><p>
</p><ul><li>Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)</li></ul><p>
</p><ul><li>Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization&rsquo;s policies and applicable legal requirements</li></ul><p>
</p><ul><li>Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)</li></ul><p>
</p><ul><li>Create and maximize relationships with client partners</li></ul><p>
</p><ul><li>Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance</li></ul><p>
</p><ul><li>Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching</li></ul><p>
</p><ul><li>Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner</li></ul><p>
</p><ul><li>Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement</li></ul><p>
</p><ul><li>Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements</li></ul><p>
</p><ul><li>Attend business reviews with the client</li></ul><p>
</p><ul><li>Handle a team of team leaders</li></ul><p>
</p><h2 class="jobSectionHeader"><b>Candidate Profile
</b></h2><ul><li>Associate's Degree in related field with more than seven years of experience (with at least three years of Progressive Management Experience) preferred</li></ul><p></p><ul><li>Prior experience in priorty banking, high value customers, retail/ecommerce, fashion, five star hotels, preferred</li></ul><p>
</p><ul><li>Call center experience preferred</li></ul><p>
</p><ul><li>Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback</li></ul><p>
</p><ul><li>Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal</li></ul><p>
</p><ul><li>Work well under pressure and follow through on items to completion while maintaining professional demeanor</li></ul><p>
</p><ul><li>Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates</li></ul><p>
</p><ul><li>Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment</li></ul><p>
</p><ul><li>Demonstrated ability to mentor, coach and provide direction to a team of employees</li></ul><p>
</p><ul><li>Willingness to work a flexible schedule</li></ul><p>
</p><h2 class="jobSectionHeader"><b>Career Framework Role
</b></h2><p>Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.</p><p>
</p><h2 class="jobSectionHeader"><b>Disclaimer
</b></h2><p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.</p></div>

Account Manager - Luxury Retail, Ecommerce

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2094 call center manager jobs IN Dubai United Arab Emirates

Call Center Manager

NOC & Call Center

Call Center Supervisor

Call Centre Agent

Call Centre Agent

Call center Executive

Account Manager - Luxury Retail, Ecommerce