Overview
Facility Management Sales Engineer (Aquascape & Landscape expert) Jobs in Dubai at Belhasa Group
The Call Center Manager will oversee the day-to-day operations of our call center, ensuring efficient customer service and seamless communication between clients and our aesthetic clinic. This role requires a highly organized and customer-focused individual with a strong background in managing call center teams within the aesthetic or healthcare industry.
Key Responsibilities:
Team Management & Leadership:
Lead, motivate, and manage a team of call center agents to ensure high performance, positive morale, and a focus on delivering exceptional customer service.
Conduct regular coaching, training sessions, and performance evaluations to develop team members and improve service quality.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolutions.
Call Center Operations:
Oversee daily call center operations, ensuring that all calls, inquiries, and appointments are handled efficiently and professionally.
Monitor and manage call volume, response times, and service level agreements (SLAs) to meet established targets.
Ensure the effective use of call center software and systems to maintain accurate client records, appointment bookings, and follow-ups.
Quality Assurance:
Implement and monitor quality assurance programs to ensure that all client interactions meet the clinic’s standards for professionalism, accuracy, and empathy.
Conduct regular audits of call recordings, interactions, and reports to ensure compliance with clinic policies and industry regulations.
Customer Service Excellence:
Develop and maintain best practices for customer interactions, ensuring that clients receive a positive and informative experience on every call.
Continuously analyze customer feedback and call center metrics to identify areas for improvement and implement corrective actions.
Oversee the scheduling of client appointments, ensuring that the calendar is effectively managed and that clients are promptly booked for consultations or treatments.
Work closely with the clinic’s medical and administrative teams to ensure smooth coordination of appointment scheduling and treatment preparations.
Prepare and present regular performance reports, including call volume, team performance, customer satisfaction metrics, and other relevant KPIs.
Analyze call center data to identify trends, challenges, and opportunities for operational improvements.
Collaborate with marketing and sales teams to promote clinic services and enhance the overall client experience.
Requirements:
Minimum of 3-5 years of experience managing a call center team, preferably in the aesthetic, healthcare, or beauty industry.
Proven track record of improving team performance, service quality, and client satisfaction in a call center environment.
Strong leadership and people management skills with the ability to inspire and guide a team.
Excellent communication, problem-solving, and interpersonal skills.
Ability to manage high call volumes and resolve issues quickly and effectively.
Proficient in using call center software, CRM systems, and Microsoft Office Suite.
In-depth knowledge of customer service best practices, call center operations, and quality assurance standards.
Bachelor’s degree in Business Administration, Healthcare Management, or a related field is preferred.
Relevant certifications in call center management or customer service are a plus.
A passion for providing exceptional customer service and a deep understanding of the aesthetic industry.
Strong organizational skills with the ability to multitask and manage competing priorities.
Ability to work in a fast-paced environment and adapt to changing demands.
Job Type: Full-time
Title: Facility Management Sales Engineer (Aquascape & Landscape expert)
Company: Belhasa Group
Location: Dubai
