Call Center Manager (20-25,000 AED) - Dubai based - Must have core Call Center / Customer Service experience

The successful candidate will manage and develop the call centre team, ensuring that all enquiries are handled professionally, appointments are booked efficiently and prospective clients receive a premium experience throughout their journey. This is a hands-on leadership role requiring strong experience in healthcare, medical, wellness or service-led call centre environments. The ideal candidate will combine operational leadership with a strong understanding of sales conversion, customer service and client retention. Key Responsibilities • Lead, manage and motivate the call centre and customer service team. • Oversee all inbound and outbound calls, WhatsApp enquiries, website leads and other communication channels. • Ensure enquiries are responded to quickly, professionally and accurately. • Develop effective processes for lead qualification, appointment booking, confirmation and follow-up. • Monitor the conversion of enquiries into consultations, appointments and treatment programmes. • Set individual and team KPIs covering response times, call quality, bookings, conversion rates, revenue and client satisfaction. • Track daily, weekly and monthly call centre performance. • Conduct regular call monitoring, coaching and performance reviews. • Train team members on services, communication standards, sales techniques and objection handling. • Create scripts, call guides and standard operating procedures for inbound and outbound communication. • Ensure the team delivers a professional, discreet and personalised client experience. • Manage staff schedules, shift coverage, attendance and workload allocation. • Handle escalated client enquiries, complaints and service-recovery situations. • Work closely with medical, reception, sales, marketing and operations teams. • Coordinate with marketing to manage campaign leads and ensure consistent follow-up. • Identify missed opportunities and introduce strategies to improve lead conversion and client retention. • Ensure client information and call records are accurately maintained within the CRM system. • Produce regular reports covering call volumes, lead sources, bookings, conversion rates, lost leads and team performance. • Maintain strict client confidentiality and ensure compliance with company policies and healthcare data-protection requirements. • Support recruitment, onboarding and development of new call centre team members. Candidate Requirements • Minimum of 4–5 years’ experience within a call centre, contact centre, customer service or telesales environment. • At least 2 years’ experience managing or supervising a call centre team. • Previous experience within healthcare, medical clinics, health and wellness, diagnostics, medical aesthetics or a related service industry is strongly preferred. • Proven experience improving appointment bookings, lead conversion and customer service performance. • Strong people-management, coaching and team-development skills. • Commercially focused with a clear understanding of sales targets and conversion metrics. • Experience using CRM, call management and customer communication systems. • Strong reporting and analytical skills, with the ability to use data to improve performance. • Excellent communication, negotiation and problem-solving abilities. • Confident handling high-value and high-net-worth clients. • Calm and professional when managing complaints or difficult situations. • Highly organised and capable of working in a fast-paced environment. • Fluent English is essential; Arabic or another additional language would be advantageous. • Previous experience working in Dubai or the UAE is preferred. Salary budget: 20-25,000 AED per month + medical + visa + bonus Please send CV's to [email protected] Show more Show less

Minimum of 4–5 years’ experience within a call centre, contact centre, customer service or telesales environment. At least 2 years’ experience managing or supervising a call centre team. Previous experience within healthcare, medical clinics, health and wellness, diagnostics, medical aesthetics or a related service industry is strongly preferred. Proven experience improving appointment bookings, lead conversion and customer service performance. Strong people-management, coaching and team-development skills. Commercially focused with a clear understanding of sales targets and conversion metrics. Experience using CRM, call management and customer communication systems. Strong reporting and analytical skills, with the ability to use data to improve performance. Excellent communication, negotiation and problem-solving abilities. Confident handling high-value and high-net-worth clients. Calm and professional when managing complaints or difficult situations. Highly organised and capable of working in a fast-paced environment. Fluent English is essential; Arabic or another additional language would be advantageous. Previous experience working in Dubai or the UAE is preferred.

Lead, manage and motivate the call centre and customer service team. Oversee all inbound and outbound calls, WhatsApp enquiries, website leads and other communication channels. Ensure enquiries are responded to quickly, professionally and accurately. Develop effective processes for lead qualification, appointment booking, confirmation and follow-up. Monitor the conversion of enquiries into consultations, appointments and treatment programmes. Set individual and team KPIs covering response times, call quality, bookings, conversion rates, revenue and client satisfaction. Track daily, weekly and monthly call centre performance. Conduct regular call monitoring, coaching and performance reviews. Train team members on services, communication standards, sales techniques and objection handling. Create scripts, call guides and standard operating procedures for inbound and outbound communication. Ensure the team delivers a professional, discreet and personalised client experience. Manage staff schedules, shift coverage, attendance and workload allocation. Handle escalated client enquiries, complaints and service-recovery situations. Work closely with medical, reception, sales, marketing and operations teams. Coordinate with marketing to manage campaign leads and ensure consistent follow-up. Identify missed opportunities and introduce strategies to improve lead conversion and client retention. Ensure client information and call records are accurately maintained within the CRM system. Produce regular reports covering call volumes, lead sources, bookings, conversion rates, lost leads and team performance. Maintain strict client confidentiality and ensure compliance with company policies and healthcare data-protection requirements. Support recruitment, onboarding and development of new call centre team members.