JOBLYIN SUMMARY
Job Overview
This position is offered by Nouvel Âge Aesthetic Clinics, in Qesm 1st Nasser City, Cairo, Egypt, as a Full-time role. The job details and listed requirements below are based on the original job posting.
COMPANY PROFILE
About the Company
AIi
This summary was prepared with the assistance of AI based on available information and may not reflect all details about the company.Nouvel Âge Aesthetic Clinics is a healthcare-focused organization seeking qualified professionals to support its operations. The company appears to specialize in aesthetic and wellness services, likely offering treatments such as skincare, body contouring, and cosmetic procedures. While the exact scope of services and operational structure are not specified, the recruitment of a Junior Branch Accountant suggests the presence of multiple locations or branches requiring financial oversight. This role indicates the company may manage diverse revenue streams and administrative functions across different sites. The absence of detailed industry information means any interpretation remains speculative. Nouvel Âge Aesthetic Clinics is likely involved in the health and beauty sector, aiming to provide high-quality aesthetic care while maintaining efficient internal operations.
ORIGINAL JOB DESCRIPTION
About the Job
Nouvelage Clinics is seeking an experienced and results-driven Call Center Manager to lead and optimize call center operations across our network of aesthetic and dermatology clinics.
The Call Center Manager will be responsible for managing the call center team, improving patient experience, maximizing appointment bookings and conversion rates, and ensuring effective communication between patients, clinic branches, and internal departments.
The ideal candidate should possess strong leadership, analytical, operational, and customer service skills, with proven experience managing high-performing teams in a healthcare, aesthetic clinics, or service-oriented environment.
Key Responsibilities1. Call Center Operations Management
Oversee daily inbound and outbound call center operations.
Ensure smooth handling of patient inquiries, appointment bookings, confirmations, cancellations, and rescheduling.
Monitor call volumes, response times, missed calls, and service quality.
Develop efficient workforce schedules to maintain adequate coverage during clinic operating hours.
Establish and maintain call center standard operating procedures (SOPs).
Ensure proper utilization of CRM systems and call center technologies.
2. Team Leadership & Performance Management
Lead, coach, motivate, and develop call center supervisors and agents.
Set individual and team performance targets aligned with company objectives.
Conduct regular performance evaluations, coaching sessions, and team meetings.
Identify training needs and coordinate development programs with HR and the Training Department.
Monitor team productivity, attendance, adherence to schedules, and professional conduct.
Build a positive, accountable, and performance-driven work environment.
3. Appointment Booking & Revenue Optimization
Develop strategies to increase appointment booking rates and lead conversion.
Monitor the patient journey from initial inquiry to confirmed appointment and clinic attendance.
Minimize missed appointments and no-show rates through effective follow-up procedures.
Collaborate with Marketing, Sales, and Branch Managers to improve lead quality and conversion.
Identify opportunities for cross-selling and upselling suitable clinic services while ensuring ethical and accurate patient communication.
Track campaign-generated leads and evaluate conversion performance.
4. Patient Experience & Quality Assurance
Ensure exceptional patient service across all communication channels, including phone calls, WhatsApp, and digital inquiries.
Establish service quality standards and monitor agent performance through call evaluations.
Handle escalated patient complaints professionally and ensure timely resolution.
Monitor patient satisfaction and implement corrective actions where necessary.
Ensure accurate communication of clinic services, promotions, prices, and appointment availability.
Maintain patient confidentiality and compliance with applicable data protection requirements.
5. Reporting & Performance Analysis
Prepare daily, weekly, and monthly operational performance reports.
Analyze call center KPIs and identify opportunities for improvement.
Monitor appointment booking, attendance, and conversion trends across clinic branches.
Present performance insights and action plans to senior management.
Implement data-driven improvements to maximize productivity and operational efficiency.
6. Cross-Department Coordination
Coordinate with Branch Managers to ensure accurate appointment scheduling and patient flow.
Work closely with Marketing to manage incoming leads from advertising campaigns.
Collaborate with Quality Assurance to improve patient communication standards.
Coordinate with HR regarding recruitment, onboarding, performance management, and staffing needs.
Ensure effective communication between the call center, doctors, reception teams, and clinic operations.
Qualifications & Requirements
Bachelor's degree in Business Administration, Management, Communications, or a related field.
3–6 years of call center experience, including at least 2 years in a managerial role.
Previous experience in healthcare, dermatology, aesthetic clinics, or medical services is highly preferred.
Proven experience managing large call center teams and multiple communication channels.
Strong knowledge of CRM systems Odoo, call center software, and performance reporting.
Excellent leadership, coaching, problem-solving, and decision-making skills.
Strong analytical abilities and proficiency in Microsoft Excel.
Excellent communication skills in Arabic and English.
Ability to work under pressure, manage priorities, and achieve performance targets.
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CAREER PROFILE
Role Overview
AIi
This summary was prepared with the assistance of AI based on available information and may not reflect all details about the company.A Call Center Manager oversees the operations of a call center team, ensuring efficient customer service and meeting performance targets. They are responsible for managing daily activities, training staff, and maintaining quality standards in communication and support services.
