Contact Center Operations Manager

Job Summary

Primary Job Duties And Responsibilities

• Drive the day-to-day performance of the Contact Center omni channel operations, ensuring seamless service across voice, digital, and AI-enabled channels in alignment with CCAD’s patient-first strategy.
• Champion the adoption and effective use of technology, automation, and AI-enabled tools to improve efficiency, enhance patient experience, and continuously identify opportunities for operational improvement.
• Build and sustain a highly engaged, motivated, and performance-driven workforce culture across supervisors and frontline teams, ensuring strong morale, accountability, recognition, and retention in a high-pressure healthcare environment.
• Own full operational performance across all channels, ensuring delivery against international benchmark KPIs including service level, response time, abandonment rate, quality, first contact resolution, and patient satisfaction.
• Lead real-time operations management (RTM), proactively managing queues, staffing levels, service disruptions, and performance deviations to ensure uninterrupted patient access and service continuity.
• Ensure all patient interactions are delivered in both Arabic and English with excellence, maintaining consistency in empathy, accuracy, cultural sensitivity, and clinical communication standards.
• Drive strict adherence to accurate and efficient use of EPIC and other clinical/contact center systems, ensuring complete, high-quality documentation of all patient interactions, scheduling activities, and outcomes.
• Ensure high standards of data accuracy, integrity, and discipline across EPIC, CRM, and reporting systems, recognizing data quality as a critical driver of patient safety, operational performance, and leadership decision-making.
• Act as the execution lead for operational strategy defined by the Director, ensuring disciplined delivery, consistency, and measurable operational outcomes across all teams.
• Serve as the second level of escalation for patient concerns, service recovery situations, and is responsible to contact patients directly and resolve issues.
• Partner with Contact Center Workforce Management and Quality Teams, create action plans to improve interactions quality and adherence to workforce workflows.
• Lead coaching, performance management, and capability development of supervisors and frontline teams to ensure consistent delivery of high-quality service and accountability to KPIs.
• Lead service recovery for escalated patient concerns in Arabic and english, ensuring rapid resolution, root cause analysis, and implementation of preventive actions to avoid recurrence.
• Drive continuous improvement through process redesign, workflow optimization, and elimination of inefficiencies aligned with global contact center best practices in healthcare.
• Monitor and analyze operational and performance data daily, translating insights into immediate corrective actions and structured performance improvements.
• Ensure compliance with all regulatory, clinical governance, patient confidentiality, department and organizational policies and standards.
• Other duties as assigned

Education

Experience

• Minimum 6–8 years of progressive healthcare contact center operations experience.
• At least 3 years in a supervisory or operational management role within a high-volume complex healthcare contact center.
• Strong working knowledge of contact center technologies, including contact center solutions, ACD/IVR systems, CRM platforms and workforce management (WFM) tools.
• Strong working knowledge of contact center technologies and healthcare systems, including EPIC or equivalent Electronic Health Records (EHR) systems, CRM platforms, and omnichannel communication tools.
• Demonstrated experience in healthcare contact center workflows, including appointment scheduling, pre-registration, insurance verification, and authorization processes (preferred in complex tertiary care environments).
• Exposure to or experience with AI-enabled contact center technologies, including: Intelligent routing and automation, Chatbots and other related technology.
• Ability and willingness to adapt to emerging technologies and continuously self-learn, including AI tools, automation platforms, and digital transformation initiatives that enhance operational efficiency and patient experience.
• Proven experience managing end-to-end contact center operations, including: Real-time operations management (RTM), service level and performance management, quality assurance and service recovery
• Must be able to organize, coach and lead a team deploying change under aggressive timelines and within budget.
• Advanced knowledge of medical terminology, insurance, hospital operations is required
• Strong analytical skills with ability to translate operational data into actionable insights and performance improvements.
• Ability to operate effectively in high-pressure, fast-paced environments requiring precision, speed, and accountability.
• Proven ability to lead and develop supervisors and frontline teams in a structured, KPI-driven environment. Strong coaching, performance management, and engagement capability to drive productivity and retention.
• Strong adaptability in dynamic environments with evolving operational and technology demands.
• Fluent Arabic (spoken and written) - mandatory
• Fluent English (spoken and written) – mandatory.
• Fully embraces the culture of CCAD and the Patients First values
• Experience in GCC or Cleveland Clinic Abu Dhabi
• Certification and Licensure

Job Specific Skills and Abilities

• Fluent Arabic (spoken and written) - mandatory
• Fluent English (spoken and written) – mandatory.
• Proficiency with Microsoft Office suite