Job Title: Call Centre Head
Company: ONEA CLINIC LLC
Location: Dubai, Al Garhoud, UAE
Purpose f the Role
To oversee and manage all call centre operations, maximize lead conversion, improve patient booking rates, ensure excellent customer service standards, and achieve departmental revenue targets.
Job Description
We are seeking a highly motivated and experienced Call Centre Supervisor to lead our dynamic team and ensure exceptional customer service. The ideal candidate will have a proven track record in managing call center operations, preferably within the aesthetic or beauty industry.
Key Responsibilities
- Monitor daily inbound and outbound calls.
- Ensure prompt response to all leads from WhatsApp, social media, website inquiries, and telephone calls.
- Develop and implement call scripts and communication standards.
- Monitor booking conversion rates and patient attendance rates.
- Ensure proper follow-up with all potential and existing patients.
- Coordinate with doctors, reception, marketing, and management teams.
- Prepare daily, weekly, and monthly performance reports.
- Train and coach call centre staff to improve sales and communication skills.
- Monitor call recordings and provide performance feedback.
- Ensure compliance with company policies and patient confidentiality requirements.
- Handle escalated patient complaints and service recovery cases.
- Work closely with the marketing department to maximize lead utilization and ROI.
- Develop strategies to increase appointment bookings and treatment sales.
- Ensure all leads are accurately recorded and updated within the CRM system.
- Manage and oversee the daily operations of the call center, ensuring efficient and timely handling of all patient inquiries.
- Lead, Monitor, and train a team of call agents to deliver outstanding customer service and achieve performance targets.
- Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
- Monitor and evaluate call center performance metrics, identifying areas for improvement and implementing corrective actions.
- Handle escalated customer complaints and resolve complex issues with professionalism and empathy.
- Collaborate with other departments, including marketing and medical staff, to ensure seamless patient experiences.
- Maintain a thorough understanding of the clinic's aesthetic procedures and services to effectively address patient inquiries.
- Manage and supervise all Call Centre Executives and Patient Coordinators.
Qualifications
- Bachelor's degree in Business Administration, Healthcare Management, or a related field.
- Minimum of 3 years of experience in a call center supervisory role, preferably within the aesthetic or beauty industry.
- Excellent communication, interpersonal, and leadership skills.
- Strong understanding of call center technologies and performance metrics.
- Experience in handling high-end clientele and managing sensitive patient information.
- Knowledge of aesthetic procedures and treatments is a plus.
Benefits
- Competitive salary + Commission.
- Opportunity to work in a leading aesthetic medical center.
- Professional development and growth opportunities.
Please note: Only shortlisted candidates will be contacted.
Job Type: Full-time
Pay: AED10,000.00 - AED12,000.00 per month
Ability to commute/relocate
- Dubai: Reliably commute or planning to relocate before starting work (Required)
Application Question(s)
- Nationality
- Is your residence visa on your family or golden visa or free lance?
Education
Experience
- Aesthetic clinic: 3 years (Required)
Language
- Arabic (Required)
- English (Required)
Location
Work Location: In person
