Healthcare – Call Center Manager

  • Full Time
  • Dubai
  • Posted 10 months ago
  • 30000 AED / Month

Via Medica Intl


  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Mentor, coach and provide training to staff to maintain high service delivery standards.
  • Prepare operational reports and statistical data for the call center to monitor effectiveness and service delivery.
  • Ensure all Service Level Agreements and KPI’s are met.
  • Conduct performance and disciplinary counseling where appropriate.
  • Assess, prepare and implement procedures for new clients both internal and external.
  • Train staff on problem solving
  • Develop plans and resources for adverse events, including communications issues, building issues, and possible civil unrest.
  • Conduct practice response and table top exercises to ensure MERP’s are working as designed and to client KPI’s.


  • Registered Nurse or similar qualifications
  • Proven experience as call center manager or similar position
  • Experience working in an ER service, hospital ER department or ambulance service
  • Knowledge of ISO 18295-1:2017 – Customer contact centres
  • Experience in international air evacuations desired.
  • Experience in medical assistance and care after evacuation desired
  • Proficient in MS Office and call center equipment/software programs

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