Job Description

Call Center Managers are responsible for staff in a call center, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient customer support, but there’s a lot that goes into this process.

1- Call Center Manager

Job Type :- Full Time

Location:- Dubai, United Arab Emirates

Based Currency :- AED

Job Responsibilities

The Call Centre Manager is responsible for the daily running and management the American Hospital – Dubai’s Call Centre through the effective use of resources with responsibility for proposing to management, meeting and exceeding customer service targets as well as planning areas of improvement or development.
The Call Centre Manager ensures that all calls are answered by employees with agreed and standard time scales and in an appropriate manner.
The position is also responsible for reviewing and implementing Call Centre policies and procedures in line with American hospital’s Vision and Mission.
The end goal is to serve the patients through the delivery of a high standard, efficient patient service which portrays the hospital in the best possible way.

Job Requirements

Bachelor’s Degree in Communications or other relevant discipline from a recognised educational
institution.
Diploma or other educational certificate in Call Centre Management / Operation preferred.
At least Five (5) years call centre experience with a minimum of two (2) years as an  Assistant
Manager / Supervisor, preferably within a medical environment
Experienced in the use and troubleshooting of computerized telephonic systems
Significant exposure to Customer Excellence Programme methodologies
Excellent oral, written and comprehension of the English Language essential
Ability to converse effectively in the Arabic Language preferred
Computer literacy, including M S Office skills required
Experience in and understanding of JCIA protocols and procedures required