Call Centre Head "Arabic"

**Location:** Dubai, Al Garhoud, UAE

Job Description

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

• Bachelor's (Preferred)

Experience

• Aesthetic clinic: 3 years (Required)

Language

• Arabic (Required)
• English (Required)

Location

• Dubai (Required)