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

ANG Holdings WLL

We are hiring a Call Center Manager to lead and develop our call center operations.Requirements:<ul><li>Must be currently in Bahrain.</li><li>Minimum 3 years of experience in call center management.</li><li>Strong background in the F&amp;B / restaurant industry.</li><li>Hands-on experience in handling delivery platforms (Talabat, Jahez, .., etc.).</li><li>Ability to manage call center KPIs, team performance, customer service quality, and order flow.</li><li>Strong communication, leadership, and problem-solving skills.</li></ul>Role Overview:<ul><li>Supervising call center agents and ensuring high-quality customer interactions.</li><li>Coordinating with outlets, riders, and delivery partners.</li><li>Managing complaints, peak hours, order accuracy, and service speed.</li><li>Preparing daily/weekly performance reports and improving efficiency.</li></ul>Interested candidates may send their CV to: hr@pastaexpressgroup.comJob Type: Full-timePay: From BD700.000 per monthWork Location: Remote

Alba Corporation

We are looking for a Call Center Manager to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance, ensure KPIs are met, and maintain a high standard of customer interaction and satisfaction. The ideal candidate is a professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments. If you're ready to lead by example and deliver exceptional customer support outcomes&mdash;read on. Key Responsibilities Core Functions Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. Monitor call queues, handle escalated issues, and step in to support agents when necessary. Conduct regular performance evaluations and coach team members for continuous improvement. Analyze call center metrics to identify trends and implement process enhancements. Collaboration &amp; Communication Serve as the communication bridge between frontline agents and senior management. Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently. Lead daily team briefings and encourage open dialogue for feedback and idea sharing. Foster a positive, team-oriented culture focused on accountability and growth. Performance &amp; Reporting Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. Develop and execute action plans to improve underperforming metrics. Maintain accurate documentation of team activities, call outcomes, and training records. Provide strategic input on improving customer engagement and operational efficiency. Requirements: 3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role. Fluency in both Arabic and English. Strong leadership and conflict resolution skills. Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys). Exceptional communication and coaching abilities. Ability to analyze data and make decisions based on insights. Bachelor&rsquo;s degree preferred; relevant certifications are a plus. Salary &amp; Benefits: Competitive Salary: 8,000 &ndash; 20,000 AED/month Work Visa sponsorship Medical insurance 30 days of paid annual leave Ongoing training and professional development Supportive team culture with performance recognition programs Work Arrangement: Type: Full-time, on-site position Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE. Why Join Us? Lead a dynamic and motivated team in a fast-paced environment Gain exposure to operational strategy and customer experience innovation Be part of a stable company with growth opportunities Work in a bilingual, multicultural environment that values excellence Organized and efficient? Step into a role where your structure powers our success. Apply now!

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

Mars BPO

Job Description: We are looking for an experienced and results-driven Production Manager to oversee daily call center operations and ensure high productivity, quality performance, and target achievement. The ideal candidate will be responsible for managing team leads, monitoring KPIs, and ensuring smooth execution of campaigns while maintaining service standards.Key Responsibilities:<ul><li>Manage and supervise team leads and agents to meet daily, weekly, and monthly targets</li><li>Monitor productivity, quality scores, attendance, and overall performance</li><li>Ensure smooth execution of campaigns and process adherence</li><li>Analyze reports and implement strategies to improve performance</li><li>Handle escalations and provide solutions to operational issues</li><li>Conduct coaching, training, and performance reviews</li><li>Coordinate with management for goal setting and reporting</li></ul>Requirements:<ul><li>Proven experience as a Production Manager or similar role in a call center</li><li>Strong leadership and team management skills</li><li>In-depth knowledge of KPIs, call center metrics, and performance management</li><li>Excellent communication and problem-solving abilities</li><li>Ability to work under pressure and meet deadlines</li><li>Proficient in MS Excel and reporting tools</li><li>Strong knowledge of CRM systems and dialers.</li><li>Flexible with shifts and working hours</li></ul>What We Offer:<ul><li>Competitive salary package</li><li>Performance-based incentives</li><li>Professional growth and career advancement</li><li>Supportive and dynamic work environment</li><li>On-site role with stable campaigns</li></ul>Shift Timing: 6:30 PM to 5:00 AMAddress: 2nd Floor, Shafi Court, Club Road, Merewether Road, Civil Lines, near Avari Towers, Karachi, PakistanWhatsApp: 0319-500-2892Job Type: Full-timePay: Rs75,000.00 - Rs120,000.00 per monthWork Location: In person

Production Manager (Call Center)

Accurate Eminent Firm

We are looking for a HR-Manager to join our Call Center team based in Gulshan-e-Iqbal, Karachi. The HR Manager will be responsible for managing recruitment, employee relations, performance evaluations, and overall HR operations + monitoring, evaluating, and improving agent performance to ensure the highest level of customer service and compliance with company standards.Job Details:<ul><li>Location: Block 10, Gulshan-e-Iqbal, Karachi</li><li>Shift Timing: 5:45 PM &ndash; 12:30 AM (Monday to Saturday)</li><li>Salary: 25,000 to 30,000 + Commissions and Promotions up to 100,000/=</li></ul>Key Responsibilities:<ul><li>Manage end-to-end recruitment process (mainly call center agents)</li><li>Conduct interviews, onboarding, and orientation sessions</li><li>Maintain employee records and attendance</li><li>Handle HR policies, payroll coordination, and performance monitoring</li><li>Maintain a healthy work environment and resolve internal issues</li><li>Ensure punctuality, discipline, and smooth workflow across departments</li><li>Monitor live and recorded calls to assess agent performance</li><li>Evaluate communication and process compliance</li><li>Identify training needs and share feedback with team leader &amp; Floor Manager</li><li>Maintain QA reports, scorecards, and performance records</li><li>Recommend process improvements for better customer experience</li><li>Ensure call standards are consistently met</li></ul>Requirements:<ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in HR / Business Administration</li><li>Minimum 1&ndash;2 years of HR experience, preferably in a call center or BPO</li><li>Confident, organized, and proactive personality</li><li>Excellent English communication and listening skills</li><li>Strong attention to detail and analytical mindset</li><li>Ability to provide constructive feedback and coach agents</li><li>Punctual, responsible, and career-oriented</li></ul>What We Offer:<ul><li>Professional and collaborative work environment</li><li>Career growth and recognition opportunities</li><li>Competitive salary and performance-based bonuses</li></ul>How to Apply:Interested candidates are encouraged to apply with an updated CV. Only serious and experienced candidates will be shortlisted.Job Type: Part-timePay: Rs25,000.00 - Rs30,000.00 per monthApplication Question(s):<ul><li>Is it easy for you to come to our office which is close to NIPA CHOWRANGI?</li></ul>Education:<ul><li>Intermediate (Preferred)</li></ul>Language:<ul><li>Fluent in English (Required)</li></ul>Location:<ul><li>Karachi (Required)</li></ul>Work Location: In person

HR Manager Needed. (Call Center)

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
 <ul>
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 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
 </li>
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 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
 </li>
 </ul>
 
 
 
 
 
 Job Accountabilities:
 
 
 <ul>
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 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
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 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
 </li>
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 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
 </li>
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 Updating team members on Process changes, new product release &amp; system changes.
 </li>
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Accountable for direct sales in the consumer lines of business;
 </li>
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
 </li>
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 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
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 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Monitor random calls to improve quality, minimize errors and track call center agent performance;
 </li>
 <li>
 Organize staffing, including shift patterns and the number of staff required to meet demand;
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 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
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 <li>
 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
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 <li>
 Support team development through periodic review, mentoring, counseling, and feedback.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
 <ul>
 <li>
 CC abandoned rate
 </li>
 <li>
 GPW production
 </li>
 <li>
 Team&rsquo;s Product knowledge
 </li>
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 GPW Production
 </li>
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 Team&rsquo;s Quality scores
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 Service Excellency &amp; Complaint Management
 </li>
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 Team&rsquo;s Data Capture &amp; Accuracy
 </li>
 <li>
 MIS &amp; Reporting
 </li>
 <li>
 Initiative
 </li>
 </ul>
 
 
 
 
 
 Skills Required:
 
 
 <ul>
 <li>
 Proven experience as call center manager or similar position.
 </li>
 <li>
 Knowledge of performance evaluation and customer service metrics .
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 Solid understanding of reporting and budgeting procedures.
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 <li>
 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
 </li>
 <li>
 Proficient in MS Office and call center equipment/software programs.
 </li>
 <li>
 Outstanding communication and interpersonal skills.
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 Excellent organizational and leadership skills with a problem-solving ability.
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 <li>
 Positive and patient.
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 <li>
 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
 </li>
 </ul>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
 <ul>
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 Graduate of any bachelor&rsquo;s degree
 </li>
 <li>
 5 years experience in Insurance / Finance industry
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 <li>
 5 years experience in Call Center /Customer service team lead role
 </li>
 </ul>
 
 
</div>

Manager, Call Centre

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