Description

Job Description

Job Title: Call Center Manager

Clinic Name: Medica Clinic

Location: Riyadh – Saudi Arabia

Department: Customer Service / Operations

Reports To: Operations Manager / Clinic Director

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Job Summary:

The Call Center Manager at Medica Clinic is responsible for leading and supervising the call center team to ensure excellent patient service, efficient appointment scheduling, and high-quality communication. This role involves managing daily operations, enhancing service standards, training staff, and ensuring all patient inquiries and complaints are handled professionally and efficiently in line with the clinic’s standards.

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Key Responsibilities:

• Oversee the daily operations of the call center to ensure smooth workflow and service excellence.

• Supervise, train, and motivate call center agents to meet performance targets and KPIs.

• Develop staff schedules, assign duties, and monitor key performance metrics such as call volume, response time, and patient satisfaction.

• Ensure all patient calls, inquiries, and appointment bookings are managed promptly and accurately.

• Handle escalated cases and resolve patient complaints with professionalism and empathy.

• Prepare regular reports and provide performance analysis to management.

• Collaborate with internal departments (reception, doctors, marketing, and administration) to ensure efficient communication and patient flow.

• Identify process improvements and implement strategies to enhance call center efficiency and patient experience.

• Conduct ongoing training to improve communication, service quality, and product knowledge among team members.

• Ensure compliance with clinic policies, data privacy, and confidentiality standards.

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Requirements:

• Education: Bachelor’s degree in Business Administration, Communications, or a related field.

• Experience: Minimum of 3–5 years in a call center environment, with at least 2 years in a supervisory or managerial position (preferably in the medical, aesthetic, or hospitality field).

• Skills:

• Strong leadership and team management skills.

• Excellent communication, problem-solving, and decision-making abilities.

• Proficiency in call center systems, CRM tools, and Microsoft Office.

• Strong organizational and multitasking abilities under pressure.

• Customer-oriented approach and professional demeanor.

• Language: Fluent in English and Arabic (written and spoken).