Customer Service / Call Center Manager

Our client a premium veterinary clinic group with 8 locations under two brands is looking to recruit an experienced Call Centre/Customer Service Manager with a nursing background, combined with call center or sales experience. This role is vital in managing and optimizing our customer service, call centre, and receptionist departments to ensure high-quality service, effective lead conversion, and customer satisfaction across all locations.

Client Details

Our client is a premium veterinary clinic group with 8 locations under two brands.They are looking to recruit a Customer Service / Call Centre Manager for their team in Dubai.

Description


Team Management: Lead, manage, and motivate a team of 12 customer service agents and 10-15 receptionists, rotating across multiple locations.On boarding & Training: Develop and implement onboarding programs for new hires, ensuring all team members are trained in customer service standards, upselling techniques, and quality control measures.KPI Setting & Monitoring: Set and monitor KPIs for customer service, call center, and receptionist teams, with a strong focus on target setting and meeting sales goals.Problem Solving: Act as the primary point of escalation for customer service issues, providing quick, effective, and emotion-free solutions.Sales Focus: Utilize your sales experience to drive upselling efforts, ensuring the team converts leads into appointments effectively.Campaign Support: Assist with SMS and email campaigns to optimize their performance, ensuring they align with customer service goals.Quality Control: Ensure that all customer interactions are handled professionally, with a strict focus on not providing medical advice but rather focusing on lead closure and appointment setting.Reporting: Provide regular performance reports to senior management, highlighting successes and areas for improvement.




Profile

The successfull candidate for this role will:
Nursing Background with Sales or Call Center Experience: A nurse (experience in patient care and understanding of medical environments) with experience in either sales or a call center environment is essential Leadership Skills: Proven ability to lead and develop teams, with a history of meeting and exceeding KPIs.Problem Solving: Strong problem-solving skills, with the ability to stay calm and focused under pressure.Communication: Excellent verbal and written communication skills, capable of conveying instructions clearly and effectively.Customer Focus: A deep commitment to delivering exceptional customer service in a high-end, fast-paced environment




Job Offer

The candidate will be offered a competitive salary with benefits like Medical insurance, Flight tickets. This role is ideal for a candidate with Nursing background with sales experience to progress in their career.