Call Center Manager

About the role

Seline Clinic, a full-cycle aesthetic medical clinic expanding into the Middle East, is looking for an experienced Call Center Manager to lead and develop its customer communication team. The manager oversees daily operations, ensures an excellent patient experience and drives performance, sales conversions and operational excellence within the contact center.

Key responsibilities

• Oversee daily call center operations across phone, chat, email and messaging channels, and supervise call center specialists to maintain high service quality.
• Develop, implement and monitor procedures, workflows and service standards; plan staffing and shifts to meet availability and response targets.
• Lead, coach and motivate staff, run performance evaluations, organize onboarding and training, and foster a collaborative environment.
• Monitor calls, chats and correspondence for quality and compliance, run quality assurance programs, handle escalated complaints and set service standards.
• Manage inbound leads, follow-ups, appointment bookings, lead conversion and upselling, and help the team meet conversion and response-time KPIs.
• Track metrics such as call volume, conversion rates and customer satisfaction, prepare daily, weekly and monthly reports, and work with marketing, medical, administrative and billing teams.
• Identify process improvements, ensure compliance with policies and confidentiality, and introduce new tools, scripts and automation.

Required profile

• Bachelor's degree.
• 4-6 years of experience in call center or customer service management, preferably in healthcare, aesthetics or hospitality.
• 2-3 years of experience managing teams in the UAE.
• Proven track record of achieving or exceeding team sales and service targets.
• Experience in aesthetic or medical clinics in Dubai is highly preferred; Russian is an added advantage.

Required skills

• Strong experience with Simplex, Bitrix or Bitrix24 CRM systems (highly preferred).
• Leadership, coaching and team management skills.
• Analytical ability to interpret performance data and metrics.
• Excellent verbal and written communication and problem-solving skills.

What we offer

• Competitive compensation with local benefits.
• Incentive scheme based on team performance and KPIs.
• Career growth opportunities within an international aesthetic medical brand.