Call Center Manager King’s College Hospital London Dubai

The Call Centre Manager at King’s College Hospital London in King’s College Hospital London, Dubai Hills, Dubai, UAE will assist in establishing call center objectives, provide agents with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyze call center data and focus on improving performance and processes in an effort to better support customers. This is a Senior level full time job. And salary can range between 10000-20000 AED/month.

Responsibilities of Call Center Manager

• Lead the digital transformation of the call center, focusing on implementing innovative booking systems and self-service options for patients.
• Hiring, training, coaching & leading call center representatives as they provide
• support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues,
• diffusing angry customers, or handling issues that cannot be fielded by
• representatives
• Analyze current call center operations and identify opportunities for digital enhancements and efficiencies.
• Develop and manage a roadmap for digital call center initiatives, including patient self-service portals, online booking tools & AI-powered assistance.
• Work closely with IT, software vendors & other stakeholders to select, customize & implement digital call center solutions.
• Monitor and report on the performance of call center initiatives, adjusting strategies as needed to improve patient satisfaction and operational efficiency.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated & maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds. •
• Taking on other tasks or projects to support employees, other managers & call center operations.

Requirements for Role of Call Center Manager

• Bachelors Degree holder in business administration, communications, or a related field.
• 2-3 years of experience in a healthcare call center environment.

Skills And Knowledge Desired

• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situation appropriately.
• Proficient in English, Arabic (preferable).

Learning and Development Manager King’s College Hospital London UAE