Job Description

The Call Centre Manager (CCM) will be accountable for defining, delivering, and continuously improving our call centre strategy as the organisation grows. They will leverage both people and technology to build an operation that is efficient, scalable, and consistently maintains the highest standards of quality.

The CCM will lead a team of Advisors and Team Leaders responsible for all inbound and outbound patient & consultant communication, ensuring seamless and accurate booking of appointments into our LIPS clinic and other hospitals where our consultants operate.

The role requires strong operational leadership, excellent communication skills, and a strategic mindset to ensure the call centre is equipped to support our expanding services while delivering an exceptional patient & consultant experience.

The Contact Centre will grow significantly over the coming years, as more Consultants use the Battersea site and additional facilities are added. The CCM must work with other teams and Managers to ensure this growth is managed efficiently through accurate resource planning, recruitment and training.

The CCM will be responsible for ensuring agent skills and knowledge are up to the required standard at all times and that targets are fairly set and achieved. They will also manage productivity and quality levels using prescribed processes and documentation. Regular management reporting will be a key feature of the role, so a strong understanding of data analysis and good report writing and presentation skills will be important to gain support for the operation.

This role requires excellent communication skills, strong management and motivational ability, and the ability to handle a variety of tasks efficiently.

Key Responsibilities

1. Patient Communication & Customer Experience

– Oversee all inbound and outbound patient interactions across all channels including calls, emails, and whats app, ensuring timely response, focus on FCR, and ensure accurate logging of data.

– Ensure the team communicates professionally at all times and consistently exceeds patient expectations.

– Address and resolve any issues impacting team performance or patient–consultant communication promptly.

2. Appointment Booking & Workflow Management

– Oversee accurate scheduling of appointments across all services.

– Ensure effective matching of patients with appropriate consultants.

– Manage secure handling of payments and booking confirmations.

3. Sales Performance & Service Promotion

– Drive a performance culture where Advisors confidently promote LIPS services & internal pathways to increase booking conversion.

– Identify opportunities to promote and services to new and existing clients.

– Coach the team to apply assertive and ethical customer service techniques.

4. Information, Data & Performance Management

– Ensure accurate and confidential recording of all patient information.

– Use call centre systems and telephony data to optimise productivity.

– Define KPIS’s and Metrics that focus on experience and efficiency

– Produce regular operational reports with insights and actions.

5. Cross-Team Collaboration & Support Services

– Work with internal teams to support scalable growth.

– Coordinate with the Cairo Operations Centre for bookings and overflow.

– Ensure adherence to updated operational processes.

6. Quality Assurance, Feedback & Continuous Improvement

– Monitor quality and productivity through structured QA processes.

– Review patient and consultant feedback and drive corrective actions.

– Support recruitment, training, and development.

– Review existing tooling and make recommendations based on industry trends

Job Requirements

– Bachelor’s degree

– Previous experience as a Contact Centre Manager

– Experience in sales management with coaching ability

– Proficiency in MS Office and data analysis

– Strong communication and motivational skills

– Preferably healthcare sector experience

Key Skills

– Excellent verbal and written communication

– Strong sales ability and coaching capability

– Exceptional organisation and multitasking

– High empathy and interpersonal skills

– Competent in data analysis for performance improvement

– Strong report writing and presentation skills

– Target-driven and able to perform under pressure

Working Days: Monday to Friday ( Saturday & Sunday ).

Working Hours: 11:00AM to 7:00PM.

Work Location: Heliopolis, Cairo.