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

Air Control Home Services

<div>Who We Are

At Air Control Home Services, we&rsquo;re more than a home service company&mdash;we&rsquo;re a team of problem-solvers, innovators, and doers. We go the extra mile for our customers, ensuring peak performance for plumbing, HVAC, and electrical systems. Our call center is the heartbeat of our service operation, and we&rsquo;re looking for a leader who thrives on challenges, figures things out, and pushes results. 
The Big Task

Lead, coach, and inspire a team of call center representatives to exceed booked-call and sales goals. This isn&rsquo;t just about scheduling service calls&mdash;it&rsquo;s about building a culture of ownership, creativity, and results. The right person will be energized by problem-solving, motivated by hitting ambitious targets, and relentless about finding better ways to serve our customers. 

Key Responsibilities
<ul>
<li>Drive Results: Build and execute inbound/outbound call strategies that consistently hit booking and sales targets.</li>
<li>Lead &amp; Motivate: Inspire the team with clear goals, coaching, and accountability, fostering a high-energy, &ldquo;we win together&rdquo; culture.</li>
<li>Innovate: Refine scripts, processes, and training programs&mdash;thinking beyond the obvious to increase conversions and customer engagement.</li>
<li>Coach for Excellence: Monitor calls, provide feedback, and train staff to deliver exceptional service with empathy, urgency, and confidence.</li>
<li>Problem-Solve on the Fly: Address customer issues, staffing challenges, and workflow gaps quickly with a solutions-first mindset.</li>
<li>Be Data-Driven: Regularly present performance reports to senior leadership, highlighting wins, challenges, and creative strategies for improvement.</li>
<li>Plan Ahead: Anticipate business demand and seasonal spikes, ensuring the right staffing and systems are always in place.</li></ul> 


Desired Skills and Experience
<ul>
<li>Minimum 3 years in a leadership role, preferably in a call center or high-volume customer service environment.</li>
<li>A proven track record of delivering results and improving team performance.</li>
<li>A self-starter with a &ldquo;figure it out&rdquo; attitude&mdash;comfortable navigating gray areas, solving problems, and making things happen without waiting for direction.</li>
<li>Strong communicator with the ability to connect with both customers and team members.</li>
<li>Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, results-driven environment.</li>
<li>Tech savvy with Microsoft Office and CRM/call center systems.</li></ul> 


What We Offer:
<ul>
<li>Our top performers are among the highest paid in Mohave County.</li>
<li>Company Paid Health Insurance</li>
<li>Company Paid Short Term Disability</li>
<li>Voluntary Dental/Vision</li>
<li>Voluntary Life Insurance</li>
<li>Supplemental life insurance, and long-term disability available 
</li>
<li>401k Plan with a company match</li>
<li>Paid Time Off</li>
<li>Company Paid Holidays</li>
<li>Ongoing Training 
</li>
<li>A family-oriented culture&mdash;where we support one another, celebrate wins, and have fun along the way.</li></ul> 


Equal Opportunity Employer/E-Verify Employer</div>

Code Flairs

About the RoleWe are seeking an experienced and dynamic Call Center Manager to lead our SEO / Digital Marketing campaign team. The ideal candidate will have a strong background in managing outbound and inbound teams, driving performance, and optimizing processes to achieve campaign goals.Key Responsibilities<ul><li>Supervise, coach, and motivate call center agents working on SEO and digital marketing campaigns.</li><li>Monitor daily operations and ensure team KPIs and quality standards are met.</li><li>Develop and implement performance improvement strategies.</li><li>Coordinate with the marketing and sales teams to align call strategies with campaign goals.</li><li>Prepare reports on team performance and suggest data-driven improvements.</li><li>Manage scheduling, attendance, and overall call center efficiency during the night shift.</li></ul>Requirements<ul><li>Proven experience as a Call Center Manager or Team Lead (preferably in digital marketing or SEO campaigns).</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Strong understanding of call center metrics, CRM tools, and performance analysis.</li><li>Ability to manage a night shift team effectively.</li><li>Bachelor&rsquo;s degree in Marketing, Business Management, or a related field preferred.</li></ul>What We Offer<ul><li>Competitive salary (PKR 150,000 &ndash; 200,000).</li><li>Growth opportunities in a fast-paced digital marketing environment.</li><li>Supportive management and performance-driven culture.</li></ul>To Apply:You may directly approach on WhatsApp too (03254283182).Mention applied position then share resume.Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthApplication Question(s):<ul><li>Are you comfortable working in night shift?</li></ul>Work Location: In person

Call Center Manager – SEO / Digital Marketing Campaign

Prime BPO

Call Center Trainer / Manager Location: On&#8209;site / Location: First Floor, Plaza 169F, Civic Center, Bahria Town Phase 4. Reports to: CEO / COO.We are looking for a Call Center Trainer / Manager with Excellent Verbal &amp; Written Communication skills. Having at least 2 years of relevant experience in the Call Center industry.The role offered by the company entails;<ul><li>Minimum 2+ years of hands-on Training &amp; Development experience in relevant fields.</li><li>Reporting and liaising with the Head of Training &amp; Development for development and designing of course content, material, execution, and assessment.</li><li>Facilitate new Hiring for our Sales Executives.</li><li>Run our Training program and ensure trainees hit their sales targets to successfully get appointments.</li><li>Conduct Accent training.</li><li>Up-train our existing staff to positively impact our sales targets.</li><li>Attend Board interviews and select Sales Executive candidates.</li><li>Work with HR to ensure the well-being of all Trainees.</li><li>Learning and facilitating others.</li><li>Persistent on retention of knowledge through innovative ideas</li><li>Excellent presentation skills igniting motivation to learn in a team</li><li>Excellent communication skills with peers</li><li>Fluent in English (reading, writing, speaking)</li><li>Fast learning and delivery abilities working within time pressure on emergent requirements</li><li>Persistent on retention of knowledge through innovative ideas and implementations.</li></ul>Job Type: Full-timePay: From Rs80,000.00 per monthWork Location: In person

Call Center Trainer / 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

Canvas Digitals

About the Role:Sybrid is looking for a highly organized and performance-driven Assistant Manager &ndash; Operations to oversee daily call center activities, ensure achievement of sales and service targets, and maintain strong client relationships. The ideal candidate will have strong leadership skills, a strategic mindset, and the ability to manage teams while ensuring operational excellence.Key Responsibilities: Operational Management<ul><li>Oversee daily operations to ensure achievement of Sales, Service, and KPI targets.</li><li>Monitor all call center performance metrics including QA scores, attendance, and productivity.</li><li>Ensure smooth coordination with support departments to achieve operational goals.</li></ul>Team Leadership &amp; Development<ul><li>Supervise Team Leaders and their teams, providing continuous coaching and mentoring.</li><li>Conduct regular performance evaluations and implement improvement plans where necessary.</li><li>Motivate and guide teams to maintain a positive and productive work environment.</li><li>Maintain discipline, integrity, and adherence to company standards across all teams.</li></ul>Client &amp; Stakeholder Management<ul><li>Maintain strong communication with clients regarding daily performance updates, escalations, and operational insights.</li><li>Participate in client calls, business reviews, and meetings to ensure alignment with expectations.</li><li>Ensure client deliverables are met and consistently exceeded.</li></ul>Quality &amp; Process Improvement<ul><li>Implement and uphold quality standards while fostering continuous improvement initiatives.</li><li>Collaborate with QA and Training teams to close performance gaps and enhance service levels.</li><li>Identify process inefficiencies and recommend data-backed improvement strategies.</li></ul>Reporting &amp; Analysis<ul><li>Prepare and deliver daily, weekly, and monthly operational reports to management and clients.</li><li>Analyze performance data to identify trends, root causes, and corrective actions.</li><li>Ensure compliance with company policies, SOPs, and regulatory requirements.</li></ul>Escalation &amp; Issue Handling<ul><li>Manage all escalations promptly and efficiently while following defined protocols.</li><li>Resolve operational challenges to maintain workflow and client satisfaction.</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred).</li><li>Proven experience in a Team Leader or Supervisory role within a call center/BPO (Assistant Manager experience is a plus).</li><li>Strong leadership, communication, and problem-solving skills.</li><li>Ability to analyze data, manage teams, and work under pressure.</li><li>Excellent client management and stakeholder communication skills.</li></ul>Job Type: Full-timeExperience:<ul><li>Call center or BPO: 3 years (Preferred)</li></ul>Work Location: In person

Assistant Manager

HRPSP - Your Strategic HR Partner

We&rsquo;re Hiring: Call Center SupervisorLocation: Lahore Salary: PKR 65,000 + 5,000 Incentive Industry: Call Center / BPOAre you a people-focused leader with a passion for team performance and customer satisfaction? We&rsquo;re looking for a dynamic Call Center Supervisor to lead, motivate, and manage our growing team in Lahore.Key Responsibilities<ul><li>Lead, supervise, and motivate call center teams to achieve performance targets.</li><li>Ensure smooth day-to-day operations with strong team management skills.</li><li>Prepare reports and communicate effectively with clients and internal stakeholders.</li><li>Utilize MS Office and call center tools for reporting and monitoring.</li><li>Handle conflict resolution and maintain excellent client management practices.</li><li>Comfortable working in rotational shifts.</li></ul>Required Skills &amp; Qualifications<ul><li>Minimum Bachelor's degree; Master&rsquo;s preferred.</li><li>At least 3 years of experience in a Call Center environment.</li><li>Excellent leadership, communication, and problem-solving abilities.</li><li>Strong understanding of call center operations and customer service workflows.</li></ul>Benefits<ul><li>Competitive Salary</li><li>Health Insurance</li><li>Gratuity</li><li>Subsidized Food</li><li>Subsidized Mobile Connection</li></ul>Job Type: Full-timePay: Rs65,000.00 - Rs70,000.00 per monthWork Location: In person

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