Healthcare Call Center Manager - Patient Experience

King’s College Hospital London, Dubai; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A prominent healthcare institution in Dubai is seeking a Call Center Manager to oversee daily operations of the call center, ensuring high-quality patient service and efficient workforce management. The ideal candidate will have strong leadership skills and a background in healthcare operations. Key responsibilities include managing team performance, developing operational metrics, and enhancing patient experience through innovative solutions.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration or related field required.
• Minimum 5-7 years of relevant call center experience; 2+ years in a managerial role.
• Certifications in CRM platforms or Project Management considered an advantage.

Responsibilities

• Lead and manage call center agents handling patient calls.
• Develop and implement operational policies and performance metrics.
• Ensure compliance with healthcare standards and patient privacy requirements.
• Monitor conversion rates and operational efficiency.

Skills

Leadership

Communication

Healthcare Operations

CRM Platforms

Data-Driven Decision Making

Technical Understanding of Call Center Platforms

Education

Bachelor's Degree in Healthcare Administration or related field

Certifications in CRM platforms, Project Management, or Digital Marketing

Tools

Genesys Cloud

Job description

A prominent healthcare institution in Dubai is seeking a Call Center Manager to oversee daily operations of the call center, ensuring high-quality patient service and efficient workforce management. The ideal candidate will have strong leadership skills and a background in healthcare operations. Key responsibilities include managing team performance, developing operational metrics, and enhancing patient experience through innovative solutions.