Call Center Operations Manager

Job Reference: 32693-Call Center Operations Manager
Company: RecruitArab - recruiter
Industry: Healthcare
Job Title: Call Center Operations Manager - Healthcare

Location: Dubai, UAE

Job Type: Full-Time

Closing Date: 2024-09-06

Email for Application: apply@emiratesrecruiter.com

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Job Description:

We are seeking a dynamic and experienced Call Center Operations Manager to lead our healthcare call center operations in Dubai. The ideal candidate will play a crucial role in ensuring the delivery of high-quality service to our patients and healthcare providers. The Call Center Operations Manager will be responsible for overseeing the daily operations, managing staff, optimizing processes, and ensuring compliance with healthcare regulations.

Key Responsibilities:

1. Leadership & Team Management:
- Lead, mentor, and motivate a team of call center agents and supervisors to achieve performance targets.
- Implement training and development programs to enhance team skills and improve service delivery.
- Conduct regular performance evaluations, provide constructive feedback, and support career development initiatives.

2. Operational Oversight:
- Oversee day-to-day operations of the call center, ensuring efficient handling of inbound and outbound calls.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the team meets or exceeds established metrics.
- Develop and implement standard operating procedures (SOPs) to improve efficiency and service quality.

3. Quality Assurance:
- Establish and maintain quality assurance programs to ensure compliance with healthcare regulations and best practices.
- Conduct regular audits of calls and customer interactions to assess service quality and identify areas for improvement.
- Address customer complaints and escalations effectively, ensuring timely resolution and customer satisfaction.

4. Process Improvement:
- Analyze call center metrics and feedback to identify trends, areas for improvement, and opportunities to enhance operational efficiency.
- Collaborate with other departments (such as IT, HR, and Quality Assurance) to implement process improvements and technology solutions.

5. Strategic Planning:
- Develop and implement operational strategies that align with the organization’s goals and objectives.
- Prepare and manage budgets for the call center operations, ensuring cost-effectiveness and resource optimization.
- Stay informed about industry trends and healthcare regulations to ensure the call center remains compliant and competitive.

6. Reporting & Analytics:
- Generate and present regular reports on call center performance, highlighting achievements and areas for improvement.
- Utilize data analytics tools to gain insights into customer behavior and preferences, informing decision-making processes.

Qualifications:

- Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
- A minimum of 5 years of experience in call center management, preferably within the healthcare sector.
- Proven track record of leading teams and driving performance improvements in a call center environment.
- Strong knowledge of healthcare regulations and compliance standards.
- Excellent communication, interpersonal, and leadership skills.
- Proficient in call center software and technologies, as well as Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.

What We Offer:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
- The chance to make a real difference in the healthcare industry.

If you are a proactive leader with a passion for delivering exceptional customer service in the healthcare sector, we invite you to apply for this exciting opportunity.

How to Apply:

Please submit your resume and a cover letter outlining your relevant experience and why you would be a great fit for this role to apply@emiratesrecruiter.com by 2024-09-06.

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We thank all applicants for their interest; however, only those selected for an interview will be contacted.


Please inculde this job reference [32693-Call Center Operations Manager] in the email when you send your application.

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