JOB DESCRIPTION:

Team Management & Leadership:

• Lead, manage, and motivate a team of Call Center Agents to meet performance targets and ensure high-quality service.
• Foster a positive and supportive team environment, providing coaching, feedback, and professional development opportunities for agents.
• Monitor and evaluate team performance through regular one-on-ones, performance reviews, and reporting.
• Organize and implement training sessions for new and existing staff to ensure they are equipped with the necessary tools and knowledge to succeed.
• Implement effective strategies to drive agent productivity, engagement, and morale.

Customer Support Oversight:

• Ensure the call center team handles customer inquiries, complaints, and requests efficiently while maintaining a high level of professionalism.
• Address customer issues that require escalation and ensure a positive resolution.
• Ensure that agents are delivering on the clinic’s promise of creating a welcoming, supportive, and empathetic experience for patients.
• Maintain a hands-on approach by occasionally stepping into customer interactions to lead by example and support the team.

Process Improvement & Reporting:

• Analyze and evaluate the performance of the call center through data-driven insights to identify trends, bottlenecks, and areas for improvement.
• Develop and implement strategies to enhance customer service processes and improve patient satisfaction.
• Ensure all customer interactions are recorded accurately and efficiently, and that data is used to identify opportunities for improvement.
• Prepare and submit daily, weekly, and monthly performance reports to the upper management.
• Work closely with other departments to ensure smooth communication and streamlined processes.

Multichannel Communication Management:

• Oversee communication across multiple channels including phone, email, live chat, and social media to ensure consistent, professional service delivery.
• Ensure timely and accurate responses to patient inquiries across all communication platforms, meeting response time goals.

Product/Service Knowledge:

• Maintain up-to-date knowledge of the clinic’s services, promotions, and pricing to ensure that team members can accurately communicate value propositions to potential clients.
• Ensure that the team can clearly explain services, packages, and offers to patients and respond to questions regarding aesthetics procedures and treatments.

Quality Assurance:

• Continuously review and assess call quality to ensure that agents adhere to clinic standards and company protocols.
• Implement a robust quality assurance system to monitor and evaluate agent performance, providing feedback to ensure consistency in customer service delivery.
• Regularly review agent-client interaction logs and assess customer feedback to identify areas for improvement.

Cross-Selling and Upselling Strategy:

• Ensure the team is effectively identifying opportunities for cross-selling and upselling additional services or products to clients, maximizing revenue potential.
• Help set and meet sales targets and KPIs for the call center while maintaining the highest levels of customer satisfaction.

Follow-Up and Coordination:

• Establish clear procedures for follow-ups and coordination between call center agents, other clinic departments, and external vendors.
• Monitor follow-up procedures to ensure leads are nurtured, appointments are scheduled, and customer issues are resolved promptly.
• Work with marketing and sales teams to ensure promotional campaigns are executed efficiently and feedback is shared to improve strategies.

Team Collaboration & Communication:

• Collaborate with other departments to resolve issues and optimize client experiences, ensuring smooth and efficient operations within the clinic.
• Serve as the main point of contact for the clinic’s leadership team for all issues related to customer service and call center performance.
• Work closely with HR to ensure appropriate staffing levels and provide feedback on team performance, development, and hiring needs.

JOB REQUIREMENTS:

• Bachelor’s Degree.
• Minimum 4 years of experience in managing a call center, ideally in the UAE, preferably within the healthcare or aesthetic clinic industry.
• Proven track record of leading and achieving sales and customer service targets.
• Strong leadership and team management skills, with experience in coaching and developing employees.
• Exceptional communication skills, both written and verbal, with the ability to handle escalations professionally.
• Ability to multi-task, set priorities, and manage time effectively in a fast-paced environment.
• Strong analytical skills with the ability to interpret data, create reports, and drive actionable improvements.
• Excellent organizational and interpersonal skills, with a client-first mindset.
• Experience in aesthetics or healthcare services in Dubai is highly preferred.
• Russian language proficiency is a plus.
• Familiarity with CRM systems, call center software, and data analytics tools.

COMPENSATION & REWARDS:

• Highly competitive compensation with local benefits.
• Strong incentive scheme tied to team and individual performance.
• Opportunities for career growth and professional development within the clinic’s expanding operations.
• KPIs based on call handling, customer satisfaction, and sales targets.

Job Type: Full-time