{"id":51260,"date":"2026-04-16T20:37:35","date_gmt":"2026-04-16T16:37:35","guid":{"rendered":"https:\/\/herecareers.com\/job\/call-center-manager\/"},"modified":"2026-04-16T20:37:37","modified_gmt":"2026-04-16T16:37:37","slug":"call-center-manager","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/call-center-manager\/","title":{"rendered":"Call Center Manager"},"content":{"rendered":"<p>411_2967554<\/p>\n<p>Manages the day-to-day operations of the American Hospital Dubai&#8217;s Medical Imaging &#8211; Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai\u2019s mission and values, contributing to a seamless patient experience and efficient imaging workflow. <\/p>\n<h3>\u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a <\/h3>\n<ul>\n<li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites. <\/li>\n<li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols. <\/li>\n<li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards. <\/li>\n<li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction. <\/li>\n<li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency. <\/li>\n<li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions. <\/li>\n<li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams. <\/li>\n<li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy. <\/li>\n<li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy. <\/li>\n<li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality. <\/li>\n<li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience. <\/li>\n<li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards. <\/li>\n<li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff. <\/li>\n<li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors. <\/li>\n<li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements. <\/li>\n<li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals. <\/li>\n<li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery. <\/li>\n<li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect. <\/li>\n<li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning. <\/li>\n<\/ul>\n<h3>Qualifications <\/h3>\n<ul>\n<li>Bachelor&#8217;s Degree in Communications or realated field. <\/li>\n<li>Diploma or other educational certificate in Call Centre Management\/Operation preferred. <\/li>\n<\/ul>\n<p><strong>PROFESSIONAL EXPERIENCE: <\/strong> <\/p>\n<ul>\n<li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager\/Supervisor, preferably within a medical environment. <\/li>\n<li>Experienced in the use and troubleshooting of computerised telephonic systems. <\/li>\n<li>Significant exposure to Customer Excellence Programme methodologies. <\/li>\n<li>Excellent oral, written and comprehension of the English language is essential. <\/li>\n<li>Ability to converse effectively in the Arabic Language preferred. <\/li>\n<\/ul>\n<p> #J-18808-Ljbffr<\/p>\n<p>2026-03-25 09:00:47<\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[68],"job_listing_category":[1347],"job_listing_location":[720],"job_listing_tag":[],"class_list":["post-51260","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-management-operations","job_listing_location-united-arab-emirates"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1347":"Management &amp; 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