Job Description:
The Call Center Manager is responsible for overseeing all call center operations within the cosmetic clinic. This role ensures an exceptional customer experience by managing daily activities, supervising the team, improving workflows, and achieving service quality, sales, and satisfaction targets.
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Key Responsibilities:
• Oversee daily operations of the call center and ensure smooth workflow.
• Create staff schedules and manage shift coverage to meet operational needs.
• Monitor team performance through KPIs such as response time, conversion rates, and customer satisfaction.
• Train and develop call center agents on communication skills, service knowledge, and handling objections.
• Handle escalated customer inquiries, complaints, and service issues.
• Improve booking, follow-up, and customer communication processes.
• Coordinate with internal departments such as reception, doctors, and branch managers.
• Prepare weekly and monthly performance reports for management.
• Develop and update call center policies, procedures, and scripts.
• Ensure compliance with confidentiality and privacy standards for patient information.
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Job Requirements:
• Minimum of 3 years of experience in call center operations, with at least 1 year in a supervisory or managerial role.
• Previous experience in the cosmetic or healthcare sector is a strong advantage.
• Strong leadership skills and the ability to motivate a team.
• Excellent communication skills in Arabic and English.
• Ability to work under pressure and make quick decisions.
• Proficiency in CRM systems and call management software.
• Strong understanding of call center KPIs and performance metrics.
• Excellent problem-solving and customer service abilities.
• Ability to prepare reports and analyze operational data.
