Contact Center Manager

Job Summary:

We are looking for a highly organized and experienced Contact Center Manager to oversee the day-to-day operations of our multi-clinic contact center in Dubai. The ideal candidate will be responsible for ensuring excellent customer service, efficient lead management, team performance, and conversion optimization across six branches.

Key Responsibilities:

Manage and supervise the contact center team handling inquiries, bookings, follow-ups, and lead conversion.

Ensure high-quality customer experience across all communication channels (calls, WhatsApp, emails, etc.).

Implement lead management protocols, ensuring leads are followed up timely and accurately.

Monitor KPIs such as response time, booking rates, conversion rates, and call quality.

Develop scripts, workflows, and service standards that align with brand tone and clinical policies.

Collaborate with marketing and clinic operations teams to ensure smooth communication flow.

Train and coach the team to maintain a professional and empathetic communication style.

Handle escalations and difficult cases with professionalism and discretion.

Generate and present performance reports to senior management regularly.

Ensure CRM system (e.g., Zenoti, Salesforce) is used effectively and data is maintained accurately.

Qualifications & Skills:

Bachelor's degree in Business, Communications, or a related field.

Minimum 46 years in managing a contact center, preferably in healthcare, aesthetics, or hospitality.

Excellent leadership, organizational, and interpersonal skills.

Strong command of CRM tools and call center software.

Customer-centric mindset with focus on quality and conversion.

Bilingual (Arabic & English) is a plus.