Manager - Contact Center

Fakeeh University Hospital - Dubai
Role Purpose:
  • The Call Centre Manager will assist in establishing call centre objectives, provide agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers.
A simple statement that

describes the objective of the

role and its impact.

Main Accountabilities: What the role must deliver. If not delivered, the performance will be impacted.

Hiring, training, coaching, and leading call centre representatives as they provide support for customers.

Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Authorizing replacements or refunds.

Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Specifications :

Proficient in relevant computer applications

1-2 years of experience in a healthcare call center environment, preferred

Knowledge of customer service practices and principles

Excellent data entry and typing skills

Superior listening, verbal, and written communication skills

Ability to handle stressful situation appropriately

Proficient in English, Arabic (preferable)
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