Call Centre Head "Arabic"
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Key skills for this role
About the Role
ONEA Clinic LLC seeks a Call Centre Head in Dubai to oversee call centre operations, maximize lead conversion, and ensure excellent customer service. The ideal candidate has 3+ years of supervisory experience in call centres, preferably in the aesthetic or beauty industry.
Key Skills for This Role
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
Requirements
- 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
- Arabic (Required)
- English (Required)
Full Job Posting
Purpose of 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.
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.
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.
Pay
- AED 10,000.00 AED 12,000.00 per month
Work Location
- In person
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