1. Job Summary / Scope:
The Contact Center Manager plays a critical role in the efficient operation of the clinic's patient management and communication processes. This role involves overseeing appointment confirmations, inbound and outbound call activities, and patient inquiries while ensuring staff compliance with quality standards and clinic protocols.
The Contact Center Manager is also responsible for implementing technology and training improvements, analyzing performance data, and conducting regular assessments to enhance patient service delivery. By leading the contact center team, the Contact Center Manager drives patient engagement, improves service efficiency, and contributes to a positive reputation for the clinic.
2. Dimensions:
Manager
Responsibility for:
Customer Care Supervisors
3. Responsibilities:
1. Team Leadership & Management:
Recruit, train, and mentor contact center staff to build a high-performing and patient-centric team.
: Conduct regular performance evaluations, provide constructive feedback, and identity opportunities
for professional development.
- Schedule and manage staff shift to ensure adequate coverage during peak hours and clinic demand periods.
2. Operational Oversight:
- Oversee the daily operations of the contact center, ensuring smooth and efficient appointment confirmations, inbound calls, and patient follow-ups.
- Monitor appointment scheduling and confirmation accuracy within the Clinic Pro and Wati systems to prevent errors and improve patient experience.
- Implement standard operating procedures (SOPs) for all contact center processes to ensure onsistent and high-quality service delivery
3. Performance Monitoring & Reporting:
- Track key performance indicators (KP/s) such as call volume, response times, appointment
Job Title - Contact Center Manager
Issued: September 2024
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confirmation rates, and patient satisfaction scores.
- Analyze daily and weekly reports to assess trends, identify improvement areas, and make data-driven decisions.
- Generate monthly performance reports for upper management, including insights and recommendations for operational improvements.
4. Process Improvement:
- Identify and implement process improvements to enhance patient experience, reduce call handling times, and increase efficiency in appointment confirmations.
- Collaborate with IT to optimize contact center technology, including Clinic Pro, Wati, and call-handling systems.
- Develop and update workflow documentation to reflect new protocols, policies, or system enhancements.
5. Quality Assurance & Compliance:
- Conduct regular call audits to ensure adherence to clinic communication protocols, quality standards, and regulatory compliance.
- Address any service issues, complaints, or escalations promptly, following up to ensure resolution and patient satisfaction.
- Implement and monitor patient feedback mechanisms to continuously improve service quality.
6. Training & Development:
- Develop training programs for new staff members on system usage, appointment scheduling, and patient interaction protocols.
- Conduct ongoing training sessions to improve team skills in communication, empathy, and efficient appointment handling.
- Stay updated on industry best practices and implement relevant training initiatives to keep the team proficient and motivated.
7. Coordination with Other Departments:
- Work closely with clinic departments, including administration, reception, and medical staff, to align contact center operations with clinic-wide goals.
- Facilitate information sharing between the contact center and clinical staff to improve appointment management and ensure accurate scheduling.
- Coordinate with the marketing team on patient communication strategies, such as appointment reminders, follow-up campaigns, and feedback collection.
8. Crisis Management & Contingency Planning:
- Develop and implement contingency plans to manage unexpected surges in call volume, system downtimes, or emergency situations.
- Ensure the contact center team is prepared to handle changes in clinic operations, such as temporary closures, staff shortages, or urgent communications.
Job Title - Contact Center Manager
Issued: September 2024
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- Communicate with patients effectively during crises to maintain trust and provide clear guidance on rescheduling, cancellations, or changes.
9. Patient Satisfaction & Service Excellence:
- Drive initiatives to enhance the patient experience, focusing on empathy, responsiveness, and efficiency in all contact center interactions.
- Monitor and manage patient satisfaction scores, identifying service gaps and taking proactive steps to improve.
- Establish a culture of patient-centric service within the team, setting high standards for every interaction.
10. Budgeting & Resource Management:
- Manage the contact center budget, ensuring efficient use of resources to meet operational goals.
- Monitor expenses related to staffing, technology, and training, optimizing for cost-effectiveness without compromising quality.
- Develop resource forecasts based on call volume projections, clinic expansions, or new service launches.
4. Decision Making Authority:
Work is carried out within clearly defined policies, principles and functional objectives of the organization, and health system regulations and guidance.
5. Standard Knowledge & Experience (PQR)
Education:
Bachelor's degree in marketing or related field preferred.
Experience:
At least 5-7 years of professional experience in similar position
Familiarity with medical services and terminology is a plus.
Proficiency in CRM software and Microsoft Office Suite.
Language Skills:
Proficiency in English is a must (speaking, reading, writing)
Arabic Knowledge is an advantage.
Skills / Competencies:
Interpersonal skills: must be able to support the development of a healthy internal culture that retains key employees and encourages their professional development.
Strategic Vision: Ability to think strategically and contribute to the development of the contact center's long-term vision, Proactive in identifying opportunities for improvement.
Leadership Skills: Proven ability to lead, motivate, and inspire a team with Strong decision-making skills and the ability to handle escalated situations.
Communication: Excellent verbal and written communication skills, Ability to communicate effectively with team members, patients, and other departments.
Analytical Thinking: Strong analytical and problem-solving skills, Ability to interpret data and implement strategies for improvement.
Customer Focus: A commitment to delivering exceptional patient-centered service, Focus on continuous improvement in patient satisfaction.
Team Collaboration: Ability to collaborate with cross-functional teams to achieve common goals, Foster a positive and inclusive team culture.
Multitasking: Efficiently manage multiple tasks, such as handling calls, scheduling appointments, and updating records simultaneously.
Problem Solving: Ability to analyze patient concerns and find effective solutions. Know when to escalate issues to the appropriate level of authority.
Team Collaboration: Collaborate effectively with other members of the contact center team
and healthcare professionals. Contribute positively to a team-oriented work environment.
Job Type: Full-time
Pay: E£45,000.00 - E£50,000.00 per month
Application Deadline: 05/08/2025