ABOUT THE COMPANY:
Seline Clinic, renowned as the leading full-cycle aesthetic medical clinic in Russia. As part of our expansion to the heart of the Middle East, we are looking for an experienced Call Center Manager to lead and develop our customer communication team. The Call Center Manager will oversee daily operations, ensure exceptional patient experience, and drive performance, sales conversions, and operational excellence within the contact center. Experience with Simplex & Bitrix/Bitrix24 CRM is highly preferred to effectively manage workflows, reporting, and team productivity.
JOB DESCRIPTION:
Call Center Operations Management:
- Oversee the daily operations of the call center, ensuring smooth handling of incoming and outgoing communications through phone, chat, email, and messaging platforms.
- Supervise and support call center specialists, ensuring high standards of patient interaction, professionalism, and service quality.
- Develop, implement, and monitor call center procedures, workflows, and service standards to ensure efficiency and consistency.
- Ensure optimal staffing levels and shift planning to maintain service availability and response time targets.
Team Leadership & Development:
- Lead, coach, and motivate call center staff to achieve individual and team performance targets.
- Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans where necessary.
- Organize onboarding programs and continuous training sessions to improve team knowledge of clinic services, appointment scheduling techniques, and sales skills.
- Foster a positive and collaborative work environment focused on accountability, patient satisfaction, and professional growth.
Customer Experience & Quality Assurance:
- Maintain a high standard of patient service by monitoring calls, chats, and correspondence for quality and compliance.
- Implement quality assurance programs to improve communication standards, patient engagement, and appointment conversion rates.
- Handle escalated customer complaints and ensure timely resolution while maintaining the clinic's reputation for excellence.
- Develop service standards that ensure patients feel welcomed, valued, and cared for throughout their interaction with the clinic.
Sales Performance & Lead Management:
- Drive revenue generation by managing inbound leads and ensuring effective follow-up processes.
- Monitor appointment booking rates, lead conversion, and upselling performance.
- Work closely with call center specialists to identify opportunities for cross-selling and upselling clinic services and packages.
- Ensure team members meet or exceed KPIs related to conversions, response time, and patient engagement.
Reporting, Collaboration & Process Improvement:
- Track and analyze key performance metrics such as call volume, conversion rates, lead response time, and customer satisfaction scores.
- Prepare and submit daily, weekly, and monthly reports to senior management.
- Collaborate closely with marketing teams to track campaign performance and improve lead management strategies.
- Coordinate with medical, administrative, and billing teams to resolve patient inquiries efficiently.
- Continuously evaluate call center processes to identify opportunities for efficiency and service improvement.
- Ensure adherence to company policies, patient confidentiality standards, and operational procedures.
- Implement new tools, scripts, and automation solutions to enhance communication workflows and operational efficiency.
JOB REQUIREMENTS:
- Bachelor's Degree
- Minimum 46 years of experience in call center/customer service management, preferably within healthcare, aesthetics, or hospitality industries
- Minimum 23 years of experience managing teams in the UAE
- Strong experience with Simplex,Bitrix or Bitrix24 CRM systems
- Proven track record of achieving or exceeding team sales and service targets
- Strong leadership, coaching, and team management skills
- Excellent verbal and written communication skills
- Strong analytical abilities with experience interpreting performance data and metrics
- Ability to manage multiple priorities and work in a fast-paced environment
- Customer-focused mindset with strong problem-solving abilities
- Experience in aesthetic or medical clinics in Dubai is highly preferred
- Russian language will be an added advantage.
COMPENSATION & REWARDS:
- Compensation is one of the best in the industry with local benefits
- Strong incentive scheme based on team performance and KPIs
- Career growth opportunities within an international aesthetic medical brand
