Call Centre Head

Other Positions

Dubai

June 6, 2026

Application ends: September 3, 2026

Job Description

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.
Knowledge of aesthetic procedures and treatments is a plus.

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.