Call Center Manager

Job Description

📞 We’re Hiring: Call Center Manager (Bilingual Arabic & English speakers preferred)
📍 Location: Dubai & Abu Dhabi
🕒 Employment Type: Full-Time

Join one of the region’s leading fertility healthcare providers and lead a high-performing patient contact center dedicated to delivering exceptional patient experiences from the very first interaction.

Key Responsibilities
🔹 Lead the daily operations of the call center, ensuring outstanding patient service and operational efficiency.
🔹 Monitor and drive key performance indicators, including:
Call Quality & Call Monitoring
Patient Satisfaction (CSAT/NPS)
Appointment Conversion Rate
No-Show Rate
Call Drop & Abandonment Rate
Average Speed of Answer (ASA)
First Call Resolution (FCR)
SLA Compliance
🔹 Coach, mentor, and develop the call center team through regular quality audits, performance reviews, and training.
🔹 Analyze patient feedback and operational data to identify trends and implement continuous service improvements.
🔹 Collaborate with clinic operations, marketing, and patient coordinators to optimize patient access, appointment scheduling, and overall patient experience.

Requirements
✅ 5+ years of experience managing a healthcare call center or patient contact center
✅ Strong background in KPI management, quality assurance, and team leadership
✅ Experience with CRM and telephony systems
✅ Excellent communication and stakeholder management skills
✅ Fluency in English (Arabic is an advantage)
✅ Experience in IVF, fertility, or healthcare is highly preferred