call center manager

AICA

<div>Description:

CALL CENTER MANAGER
Build. Lead. Transform Patient Acquisition.
Position Impact
Build and lead AICA's customer acquisition engine. Transform a team of Patient Services Representatives into top performers who consistently convert inquiries into scheduled appointments across 21 locations. Your success directly drives practice revenue growth through recruiting excellence, systematic training, data-driven coaching, and process optimization in our fast-paced personal injury healthcare environment.
About AICA Orthopedics
AICA is Atlanta's premier integrated healthcare provider with 21 locations and 400+ employees specializing in orthopedic and neuro-spine services. Our personal injury focus requires expertise in attorney coordination, insurance navigation, and complex patient journey management.
Core Responsibilities
Team Building &amp; Leadership Development<ul><li>Recruit and hire Patient Services Representatives with sales aptitude, empathy, and coachability</li><li>Design training programs covering personal injury dynamics, medical terminology, and attorney protocols</li><li>Develop team leaders who can scale your leadership approach</li><li>Create career pathways that retain top performers</li><li>Deliver weekly 1-on-1 coaching focused on skill development and performance improvement</li><li>Build culture of accountability and continuous learning</li></ul>
Performance Management &amp; Revenue Generation<ul><li>Establish clear metrics for conversion rates, scheduling accuracy, call quality, and patient satisfaction</li><li>Implement real-time monitoring for immediate coaching and course correction</li><li>Own monthly patient acquisition targets that directly impact clinic revenue</li><li>Optimize conversion across patient journey: inquiry ? scheduled ? show ? treatment</li><li>Use data analytics to identify and systematize top performer behaviors</li><li>Design compensation structures that reward high performance</li></ul>
Operations &amp; Process Excellence<ul><li>Manage daily operations: inbound inquiries, outbound follow-up, attorney coordination across all of our locations</li><li>Optimize staffing and scheduling to meet demand while maintaining SLA targets</li><li>Implement quality assurance through call monitoring and patient satisfaction tracking</li><li>Create documented, scalable processes that deliver consistent results</li><li>Manage NextGen and Salesforce platforms for accurate documentation and workflow</li><li>Build knowledge systems that accelerate new hire productivity</li></ul>
Attorney Relations &amp; Compliance<ul><li>Serve as primary call center liaison to attorney offices ensuring excellent service delivery</li><li>Develop protocols for handling attorney referrals with urgency and professionalism</li><li>Train team on personal injury case dynamics and attorney expectations</li><li>Ensure strict HIPAA compliance in all patient communications and documentation</li><li>Maintain call recording systems for quality assurance and compliance</li><li>Manage escalated complaints with professionalism and risk awareness</li></ul>
Qualifications &amp; Skills
Required<ul><li>5+ years of call center or customer service leadership experience with proven track record of building high-performing teams</li><li>3+ years managing teams of 10+ people with direct accountability for performance outcomes</li><li>Demonstrated success in recruitment, training, and development of sales or service teams</li><li>Data-driven approach to performance management with experience using metrics to drive improvement</li><li>Strong coaching and feedback skills with ability to develop people at all performance levels</li><li>Experience implementing structured training programs and documenting best practices</li><li>Proven ability to meet or exceed conversion/sales targets in a metrics-driven environment</li><li>Excellent communication skills with ability to motivate teams and influence stakeholders</li><li>Proficiency with CRM systems, call center software, and performance analytics tools</li></ul>
Strongly Preferred<ul><li>Experience in healthcare call centers, particularly medical scheduling or patient services</li><li>Knowledge of personal injury cases, attorney referral processes, or medical-legal coordination</li><li>Familiarity with medical terminology and insurance verification processes</li><li>Experience with NextGen practice management and Salesforce CRM</li><li>Background in building call center operations from the ground up or scaling existing teams</li><li>Spanish language proficiency</li></ul>
What Sets the Ideal Candidate Apart<ul><li>Builder's mentality: creates structure, documents processes, scales successful approaches</li><li>Track record of transforming underperforming teams through systematic development</li><li>Balances empathy with accountability: coaches with care while holding firm standards</li><li>Data-driven but action-oriented: diagnoses with metrics, executes with decisiveness</li><li>Thrives in high-stakes environments where every call represents significant revenue</li></ul>
Success Metrics
First 90 Days<ul><li>Assess team capabilities and implement performance tracking systems</li><li>Establish clear expectations and accountability structures</li><li>Document processes and identify improvement opportunities</li><li>Achieve 15% improvement in conversion rates</li></ul>
Compensation &amp; Benefits<ul><li>Base salary: tbd (commensurate with experience)</li><li>Quarterly performance bonuses tied to conversion metrics and team development</li><li>Comprehensive benefits: medical, dental, vision, 401(k)</li><li>Professional development budget for leadership training</li><li>Clear advancement and growth opportunities</li></ul>
Work Environment
Office-based at AICA headquarters in Marietta, GA. Fast-paced, metrics-driven environment with collaboration across clinical operations, revenue cycle, and business development teams.
Ready to build a world-class patient acquisition team and drive measurable revenue growth? Apply now!
Requirements:

Qualifications &amp; Skills
Required<ul><li>5+ years of call center or customer service leadership experience with proven track record of building high-performing teams</li><li>3+ years managing teams of 10+ people with direct accountability for performance outcomes</li><li>Demonstrated success in recruitment, training, and development of sales or service teams</li><li>Data-driven approach to performance management with experience using metrics to drive improvement</li><li>Strong coaching and feedback skills with ability to develop people at all performance levels</li><li>Experience implementing structured training programs and documenting best practices</li><li>Proven ability to meet or exceed conversion/sales targets in a metrics-driven environment</li><li>Excellent communication skills with ability to motivate teams and influence stakeholders</li><li>Proficiency with CRM systems, call center software, and performance analytics tools</li></ul>
Strongly Preferred<ul><li>Experience in healthcare call centers, particularly medical scheduling or patient services</li><li>Knowledge of personal injury cases, attorney referral processes, or medical-legal coordination</li><li>Familiarity with medical terminology and insurance verification processes</li><li>Experience with NextGen practice management and Salesforce CRM</li><li>Background in building call center operations from the ground up or scaling existing teams</li><li>Spanish language proficiency</li></ul></div>

Call Center Manager

Visit Health

<div>
 
 Call Centre Manager
 
 
 
 
 
 
 Location:
 
 Noida
 
 
 
 
 
 
 
 Employment Type:
 
 Full-time
 
 
 
 
 
 
 
 
 
 
 
 About Us
 
 
 
 
 
 Visit Health is a pioneering health-tech platform, founded in 2016 by BITS Pilani alumni, dedicated to making healthcare accessible, affordable, and preventive. Originated as a telemedicine platform during the 2015 Swine Flu epidemic, Visit Health has grown into an all-in-one wellness ecosystem that connects doctors, insurers, and millions of families. Our services range from physical and mental wellness to OPD benefits, empowering both individuals and corporations to prioritize well-being.
 
 
 
 
 
 Our Core Offerings
 
 
 
 
 <ul>
 <li>
 Employee Assistance Program (EAP): Mental health support services for a balanced work-life experience.
 </li>
 <li>
 Personalized Health Plans: Tailored wellness programs with fitness, meditation, and nutritional guidance.
 </li>
 <li>
 Health Check-ups &amp; Screenings: Preventive check-ups and vaccinations for proactive health management.
 </li>
 <li>
 Comprehensive Wellness Programs: Designed to boost morale, productivity, and holistic employee health.
 </li>
 <li>
 Preventive &amp; OPD Care: Seamless primary care and OPD services, reducing out-of-pocket expenses through cashless OPD benefits.
 </li>
 </ul>
 
 
 
 
 Founding Team
 
 
 
 
 
 The founding team &mdash; Chetan Anand, Anurag Prasad, Vaibhav Singh, and Shashvat Tripathi &mdash; established Visit Health to bridge the healthcare gap in India. Driven by their experiences with limited healthcare access in Pilani, they have built Visit Health into a platform that advocates quality, accessible healthcare for everyone.
 
 
 
 
 
 What Sets Us Apart
 
 
 
 
 <ul>
 <li>
 Comprehensive &amp; Flexible OPD Benefits: Visit offers unlimited access packages for employees and dependents, covering mental health, nutrition, diagnostics, and doctor consultations.
 </li>
 <li>
 Integrated Platform: Combining primary and secondary care, our platform connects corporates, insurers, and retailers, making healthcare seamless and holistic.
 </li>
 <li>
 Engagement &amp; Gamification: AI-driven insights, step challenges, and rewards (FitCoins) drive high engagement and builds lasting healthy habits.
 </li>
 <li>
 24/7 Accessibility: Accessible health support anytime, designed to address India&rsquo;s diverse healthcare needs.
 </li>
 </ul>
 
 
 
 
 Key Milestones &amp; Achievements
 
 
 
 
 <ul>
 <li>
 Expanding Primary Care Access: Serving over 5 million users with 1.5 million annual health checkups, 500,000 doctor consultations, and 200,000 pharmacy orders.
 </li>
 <li>
 Strategic Partnerships: Collaborations with leading insurers and doctors, reaching 2,500 major corporations and MSMEs.
 </li>
 <li>
 Technological Innovation: Introduced India&rsquo;s first cashless OPD insurance program in partnership with Apollo Munich, with a network of over 35,000 doctors.
 </li>
 <li>
 Awards &amp; Recognition: Honored in Forbes 30 Under 30 Asia (2020) and BITSAA Global 30 Under 30 (2022).
 </li>
 <li>
 Funding Success: Secured over $40 million in investments to drive growth and service expansion.
 </li>
 </ul>
 
 
 
 
 Future Vision
 
 
 
 
 
 Visit Health aims to further strengthen India&rsquo;s primary care infrastructure, expand its corporate and insurer partnerships, and introduce advanced health tech solutions. With a focus on universal health coverage, we&rsquo;re committed to making healthcare accessible for all employees and their families, supporting them in leading healthier lives.
 
 
 
 
 
 Visit Health &mdash; Empowering workplaces with accessible, affordable, and impactful healthcare.
 
 
 
 
 
 
 
 
 
 
 
 
 About the Role
 
 
 
 
 
 
 We are looking for a high-performing
 
 Call Center Manager
 
 with experience managing
 
 5,000&ndash;10,000 calls/day
 
 across multi-site or high-volume environments. The ideal candidate has strong expertise in
 
 workforce planning, queue management, call analytics, process optimization, and team leadership
 
 . This role demands a
 
 data-driven mindset
 
 , strong people management skills, and a deep understanding of call center operations and technology.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 1. Operations &amp; Team Management
 
 
 <ul>
 <li>
 Lead, manage, and motivate a team of call center executives, team leads, and QA specialists.
 </li>
 <li>
 Ensure smooth handling of high call volumes (5&ndash;10K/day) while maintaining
 
 SLA, AHT, FCR, and customer satisfaction
 
 targets.
 </li>
 <li>
 Monitor real-time operations and redistribute workload across sites or teams as needed.
 </li>
 <li>
 Conduct weekly performance reviews and coaching sessions.
 </li>
 </ul>
 
 
 2. Workforce Planning &amp; Scheduling
 
 
 <ul>
 <li>
 Create and manage staff schedules based on forecasted call volumes, peak hours, and shrinkage.
 </li>
 <li>
 Optimize staffing models using
 
 WFM tools, historical patterns, and call queues
 
 .
 </li>
 <li>
 Maintain occupancy and utilization targets while avoiding over/under staffing.
 </li>
 <li>
 Coordinate with HR for hiring based on volume spikes or seasonal events.
 </li>
 </ul>
 
 
 3. Technology &amp; Tools
 
 
 <ul>
 <li>
 Hands-on experience with
 
 dialer software, IVR, ACD, CRM, and ticketing systems
 
 .
 </li>
 <li>
 Work closely with tech teams to troubleshoot call flow issues, downtime, tool errors, or routing problems.
 </li>
 <li>
 Set up call flows, queues, dispositions, and reporting dashboards.
 </li>
 <li>
 Ensure adherence to compliance around data protection and call monitoring.
 </li>
 </ul>
 
 
 4. Call Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Track and analyze key call metrics, including
 
 AHT, ASA, SL, FCR, CSAT, NPS impact, call abandonment rate, queue time, wrap-up time, call transfer rate
 
 .
 </li>
 <li>
 Prepare daily/weekly/monthly performance reports highlighting trends, gaps, and action plans.
 </li>
 <li>
 Use call data to improve productivity, forecast staffing, and identify training requirements.
 </li>
 <li>
 Drive initiatives to reduce AHT, improve FCR, and enhance customer experience.
 </li>
 </ul>
 
 
 5. Process Excellence &amp; Quality
 
 
 <ul>
 <li>
 Identify bottlenecks in call handling processes and implement streamlined SOPs.
 </li>
 <li>
 Collaborate with QA teams to improve call quality, tone, scripting, and adherence.
 </li>
 <li>
 Drive continuous improvement initiatives through
 
 RCA, workflow redesign, and automation
 
 opportunities.
 </li>
 </ul>
 
 
 6. Stakeholder Management
 
 
 <ul>
 <li>
 Work closely with cross-functional teams (Ops, Product, Tech, and HR) to resolve escalations and improve the customer journey.
 </li>
 <li>
 Present business insights, performance metrics, and improvement plans to senior leadership.
 </li>
 <li>
 Represent the call center function in weekly/monthly business reviews.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills &amp; Experience
 
 
 
 
 <ul>
 <li>
 5&ndash;8 years of experience in a call center or contact center environment.
 </li>
 <li>
 Must have managed high-volume operations (5K&ndash;10K calls/day).
 </li>
 <li>
 Expertise in workforce management, scheduling, and forecasting.
 </li>
 <li>
 Strong understanding of dialer tools, IVR routing, CRM systems, and telephony setups.
 </li>
 <li>
 Excellent analytical skills with the ability to interpret call metrics and build insights.
 </li>
 <li>
 Strong leadership, communication, and conflict-management abilities.
 </li>
 <li>
 Experience in a fast-paced, SLA-driven, multi-site environment preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 Preferred Qualifications
 
 
 
 
 <ul>
 <li>
 Experience with tools like
 
 Ameyo, Acefone, Exotel, Freshcaller, Genesys, Five9
 
 , or similar.
 </li>
 <li>
 Prior background in
 
 e-commerce, healthcare, BFSI, or BPO
 
 setups.
 </li>
 <li>
 Certification in
 
 WFM, Six Sigma, or Quality Management
 
 is a plus.
 </li>
 </ul>
 
 
</div>

American Hospital Dubai

<div>
 
 
 Job Description:
 
 
 
 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&rsquo;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>
 
 
 
 
 
 Qualification
 
 
 <ul>
 <li>
 Bachelor's Degree in Communications or related field.
 </li>
 <li>
 Diploma or other educational certificate in Call Centre Management/Operation preferre
 
 d.
 
 </li>
 </ul>
 
 
 
 
 
 Professional Experien
 
 ce:
 
 <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>
 <li>
 Computer literacy, including MS Office skills required.
 </li>
 </ul>
</div>

Call Center Manager - Medical Imaging

Planned Parenthood

<div><div>Planned Parenthood of Maryland (PPM) is a not-for-profit family planning agency that provides high-quality, affordable reproductive health care for women, men, and teens. Our mission is to enable all Marylanders to have access to a wide range of high-quality, affordable reproductive health care services. We help individuals make informed decisions about their reproductive health, family planning options, and sexuality.</div><div></div><div> 
We are seeking a Call Center Manager to join our team. The Call Center Manager is responsible for the daily center operations to enhance and standardize the telephone customer service experience.</div><div></div><div> 
Why Join us? As a Call Center Manager with PPM, you will be a part of a passionate team that plays a vital role in the lives of others! Joining PPM, means joining a culturally diverse team that includes some of the best nurses, doctors, and clinic managers. You will collaborate with colleagues and our communities to advocate and sustain the vision and values of PPM!</div><div></div><div> 
If you are organized, reliable, and a results-driven professional, who has a practical mind to solve problems on the spot, partnered with an ability to see the &ldquo;big picture&rdquo; and make improvements, we are looking for you!
</div><h3 class="jobSectionHeader">Responsibilities:</h3><ul><li>
Customer Service: Lead a team that always interacts with callers in an exceptionally courteous and empathetic manner. Provides general information to patients via telephone and act as liaison between clients and clinics. Adheres to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.</li><li>
Scheduling: Lead a team that schedules appointments for all services offered by PPM. Describes services to callers and determine type of appointment needed. Schedules appointments using computerized patient information system in a manner which facilitates efficient patient flow. Collects required demographic, medical and payment information at time of scheduling. Accurately enters insurance information. Make outgoing appointment confirmation or rescheduling calls as needed.</li><li>
Billing Support: Lead a team that verifies insurance for clinic clients prior to the appointment. Makes outbound calls to inform clients of costs or lack of coverage.</li><li>
Lead call center efforts: to achieve established goals for productivity. Monitor key indicators, including call volumes, wait times, disconnects and other call center monitoring activities as needed. Ensures data accuracy.</li><li>
Hold all call center staff accountable: to specific measurable customer service standards (e.g. through annual performance monitoring and implementing corrective action plans when customer service expectations are not being met.)</li><li>
Maintain strict patient confidentiality: as required by PPM policy and Federal HIPAA regulation. Comply with OSHA regulations, and PPM policy and procedure.</li><li>
Employee training: create and update training modules as well present to small or large groups. Responsible for conducting new hire trainings within the call center as well as refresher trainings for the team.</li><li>
Assist with emergency situations: according to PPM standards and /guidelines.</li><li>
Participate in health center efforts: achieve established goals for productivity. Participate in health center/affiliate efforts to achieve established revenue cycle goals.</li><li>
Recruits, selects, hires and trains new call center staff and prepare them to respond to customer questions and complaints.</li><li>
Evaluate individual performance reviews and overall team effectiveness.</li><li>
Compile data for patient services statistics and surveillance reports.</li><li>
Attend in-services, staff meetings, and staff development activities as required.</li><li>
Other duties as assigned.</li></ul><h3 class="jobSectionHeader">
Benefits:</h3><ul><li>
Medical, Dental, and Vision insurance.</li><li>
Flexible Spending Account.</li><li>
Life, AD&amp;D Insurance.</li><li>
Short-Term and Long-Term Disability.</li><li>
Paid Time Off (PTO) and Paid Holidays.</li><li>
Employee Assistance Program.
</li><li>401(k) Retirement Plan.</li></ul><h3 class="jobSectionHeader">
Education and Experience:</h3><ul><li>
Bachelor&rsquo;s degree with 2 years in a call center management OR high school diploma with 4 years of progressive experience in call center management required.</li><li>
Healthcare or non-profit experience preferred.
</li><li>Experience leading a work team through organizational or business change, or formal training in change management required.
</li><li>Excellent customer service and communication skills.</li><li>
An outgoing, professional, positive attitude with proven ability to create and maintain highly functioning work teams and develop strong alliances with people at all levels of an organization and community.</li><li>
Fluency in Spanish and English and specialized training in medical interpretation or willingness to receive training immediately after employment highly preferred.</li><li>
Proficient in Microsoft Office.</li></ul><div>
Equal Opportunity Statement:</div><div>
</div><div>
Planned Parenthood of Maryland is an Equal Opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion (creed), gender, gender expression, sexual orientation, national origin (ancestry), disability, genetic information, pregnancy, military status, or any other protected characteristics outlined by federal, state, or local laws.</div><div>
</div><div>
This policy applies to all terms and conditions of employment, including recruiting, hiring placement, promotion, termination, layoff, recall, transfer, leaves or absence, compensation, and training.</div><div>
</div><div>
Applicants must pass Criminal Background Screening and the Right to Work in the United States.</div><div>
</div><div>
PPM Requires COVID-19 Vaccination as part of Employment.</div><div></div><div> 
Planned Parenthood of Maryland Participates with E-Verify.</div>

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div>

Call Center Manager - Bilingual Spanish/English preferred

The urban Advisors LLC

Job TitleCall Center Agent &ndash; Real EstateLocationDubai, UAEJob TypeFull-timeJob SummaryWe are looking for a Call Center Agent 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.Key ResponsibilitiesCall Handling &amp; Lead Management<ul><li>Handle inbound calls from property portals, ads, and marketing campaigns</li><li>Make outbound calls 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 off-plan and ready properties</li><li>Schedule site visits, meetings, and follow-ups for sales consultants</li></ul>Customer Support<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>CRM &amp; Reporting<ul><li>Update lead information accurately in the CRM system</li><li>Track call outcomes, follow-ups, and appointment status</li><li>Submit daily/weekly call and lead conversion reports</li></ul>Compliance &amp; Process<ul><li>Follow company scripts, call quality standards, and RERA compliance guidelines</li><li>Maintain confidentiality of client data</li></ul>Skills &amp; RequirementsRequired<ul><li>1&ndash;3 years experience in call center / telesales / real estate calling</li><li>Excellent English communication 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>Preferred<ul><li>Experience with property portals (Bayut, Property Finder, Dubizzle)</li><li>Understanding of Dubai developers &amp; projects</li><li>Target-oriented mindset</li></ul>Key Performance Indicators (KPIs)<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>Working Hours<ul><li>6 days a week</li><li>Shift-based (depending on campaign)</li></ul>Compensation &amp; Benefits<ul><li>Fixed salary + performance-based incentives</li><li>Visa &amp; medical insurance (as per UAE labor law)</li><li>Career growth into Sales Consultant / Relationship Manager roles</li></ul>Job Type: Full-timePay: AED1,000.00 - AED2,500.00 per month

Call Centre Agent

Nissan

<div>Job Title Section Manager - Regional Customer Contact Center 
 
Department Customer Excellence - (CQ) 
 
Function Section Manager RCCC 
 
Legal Entity NMEF 
 
Location Dubai, UAE 
 
Level EVP - 7 
 
Direct Manager DGM - Customer Quality 
 
Manager's Manager DGM - Customer Quality 
 
Functional Reporting GM - Customer Excellence 
 
Mission &amp; Main Objectives 
<ul><li>
Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers</li><li>
Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;</li><li>
Track, escalate and manage Connected Car Services (CCS) complaints and issues</li><li>
Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions</li><li>
Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases</li><li>
Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI</li><li>
Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries</li><li>
Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents</li></ul> 

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI) 
<ul><li>
Design and manage the complaints management and escalation process internally and across the NSCs</li><li>
Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;</li><li>
Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries</li><li>
Prepare management reports relative to call center performance and operational improvements</li><li>
Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.</li><li>
Lead the call center agents for cross-functional support from various departments involved in the problem resolution process</li><li>
Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation</li><li>
Monitor QVOC tool for hot alerts and pending cases</li><li>
Keep track and update RCCC knowledge files for reference</li><li>
Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS</li><li>
Attend Regional calls to identify best ideas to enhance RCCC operational performance</li><li>
Implement new technology tools, processes, or workflows to enhance efficiency and customer experience</li></ul> 

Country Specifics
 
 
NISSAN : NMEF markets 
 
INFINITI : I-ME Markets 
 
KPIs 
<ul><li>
Case resolution</li><li>
Case closure</li><li>
Hot alert closure</li><li>
Case closure satisfaction</li></ul> 

BACKGROUND &amp; SKILLS REQUIRED 
 
Background &amp; Experience (years) 
 
Specific technical skills 
<ul><li>
Automotive, Call Center Operations or CRM background;</li><li>
Arabic speaker;</li><li>
Leadership experience in previous role and advantage</li><li>
Competency in various software applications (Salesforce, excel, ppt)</li></ul> 

Behavioural Competencies Required
 
<ul><li>Emphathetical and Customer service oriented</li><li>
Able to work with multiple cross functional team</li><li>
Team Management</li><li>
Results driven</li></ul> 
Dubai United Arab Emirates</div>

Section Manager - Regional Customer Contact Center

Samsung Electronics

<div>
 
 
 Job Description
 
 
 
 
 
 <ul>
 <li>
 Leading the call center operations, Monitoring KPI&rsquo;s and Quality metrics
 </li>
 <li>
 Supporting daily activities, such as information sharing to Vendors, regular reporting, alerts etc.
 </li>
 <li>
 Guiding Vendors to be aligned with the Samsung Quality Culture
 </li>
 <li>
 Supporting system implementation tasks and task tracking
 </li>
 <li>
 Collecting and analyzing Call Center data and detect areas of improvements
 </li>
 <li>
 Budget management and follow-up of the Call Center
 </li>
 <li>
 Checking the Performance Evaluations based on target criteria (Forwarding, call waiting time, repeated calls etc.)
 </li>
 <li>
 Sharing the reports on the performance and target success of the Call Center with the senior management
 </li>
 <li>
 To make suggestions for improvement of end-to-end service quality
 </li>
 <li>
 Developing the relations between the Call Center and the operation teams, creating a harmonious and efficient working environment
 </li>
 <li>
 Ensuring Customer Satisfaction
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 
 
 
 
 <ul>
 <li>
 Bachelor's degree is a must
 </li>
 <li>
 At least 8 years of experience in call center management, consumer electronics sector is a plus
 </li>
 <li>
 Call center technologies and CRM/Voice infrastructure system implementation is a plus
 </li>
 <li>
 Experience in call center quality improvement operations is a plus
 </li>
 <li>
 Experienced in team management, performance monitoring, process development/improvement
 </li>
 <li>
 Able to analyze data and have high reporting &amp; presentation skills
 </li>
 <li>
 Adopting customer and solution-oriented working as a principle
 </li>
 <li>
 Fluency in English is a must
 </li>
 </ul>
 
 
</div>

Customer Experience Manager

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