Contact Center Operations Manager

JOB SUMMARY

The Operations Manager, Contact Center is responsible for managing the day-to-day operations of the Contact Center, ensuring high performance across all service channels, including appointment scheduling, calls, and digital interactions. The role leads supervisors and frontline teams to consistently deliver on key operational metrics such as service level, quality, productivity, and patient experience.

The Operations Manager executes operational strategies set by the Director, ensures productivity, and drives continuous improvement through effective performance management and process optimization. The role also fosters a highly engaged and motivated workforce, promoting a positive team culture and strong accountability.

In addition, the Operations Manager is expected to leverage technology and demonstrate a continuous learning mindset, utilizing digital tools and AI-driven solutions to enhance efficiency and support the Contact Center’s ongoing transformation.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Drive the day-to-day performance of the Contact Center omni channel operations, ensuring seamless service across voice, digital, and AI-enabled channels in alignment with CCAD’s patient-first strategy.
• Champion the adoption and effective use of technology, automation, and AI-enabled tools to improve efficiency, enhance patient experience, and continuously identify opportunities for operational improvement.
• Build and sustain a highly engaged, motivated, and performance-driven workforce culture across supervisors and frontline teams, ensuring strong morale, accountability, recognition, and retention in a high-pressure healthcare environment.
• Own full operational performance across all channels, ensuring delivery against international benchmark KPIs including service level, response time, abandonment rate, quality, first contact resolution, and patient satisfaction.
• Lead real-time operations management (RTM), proactively managing queues, staffing levels, service disruptions, and performance deviations to ensure uninterrupted patient access and service continuity.
• Ensure all patient interactions are delivered in both Arabic and English with excellence, maintaining consistency in empathy, accuracy, cultural sensitivity, and clinical communication standards.
• Drive strict adherence to accurate and efficient use of EPIC and other clinical/contact center systems, ensuring complete, high-quality documentation of all patient interactions, scheduling activities, and outcomes.
• Ensure high standards of data accuracy, integrity, and discipline across EPIC, CRM, and reporting systems, recognizing data quality as a critical driver of patient safety, operational performance, and leadership decision-making.
• Act as the execution lead for operational strategy defined by the Director, ensuring disciplined delivery, consistency, and measurable operational outcomes across all teams.
• Serve as the second level of escalation for patient concerns, service recovery situations, and is responsible to contact patients directly and resolve issues.
• Partner with Contact Center Workforce Management and Quality Teams, create action plans to improve interactions quality and adherence to workforce workflows.
• Lead coaching, performance management, and capability development of supervisors and frontline teams to ensure consistent delivery of high-quality service and accountability to KPIs.
• Lead service recovery for escalated patient concerns in Arabic and english, ensuring rapid resolution, root cause analysis, and implementation of preventive actions to avoid recurrence.
• Drive continuous improvement through process redesign, workflow optimization, and elimination of inefficiencies aligned with global contact center best practices in healthcare.
• Monitor and analyze operational and performance data daily, translating insights into immediate corrective actions and structured performance improvements.
• Ensure compliance with all regulatory, clinical governance, patient confidentiality, department and organizational policies and standards.
• Other duties as assigned

QUALIFICATION & EXPERIENCE REQUIREMENTS

ESSENTIAL

PREFERRED

Education

Bachelor degree in Business Administration, Healthcare, operation management or related field.

Experience

• Minimum 6–8 years of progressive healthcare contact center operations experience.
• At least 3 years in a supervisory or operational management role within a high-volume complex healthcare contact center.
• Strong working knowledge of contact center technologies, including contact center solutions, ACD/IVR systems, CRM platforms and workforce management (WFM) tools.
• Strong working knowledge of contact center technologies and healthcare systems, including EPIC or equivalent Electronic Health Records (EHR) systems, CRM platforms, and omnichannel communication tools.
• Demonstrated experience in healthcare contact center workflows, including appointment scheduling, pre-registration, insurance verification, and authorization processes (preferred in complex tertiary care environments).
• Exposure to or experience with AI-enabled contact center technologies, including: Intelligent routing and automation, Chatbots and other related technology.
• Ability and willingness to adapt to emerging technologies and continuously self-learn, including AI tools, automation platforms, and digital transformation initiatives that enhance operational efficiency and patient experience.
• Proven experience managing end-to-end contact center operations, including: Real-time operations management (RTM), service level and performance management, quality assurance and service recovery
• Must be able to organize, coach and lead a team deploying change under aggressive timelines and within budget.
• Advanced knowledge of medical terminology, insurance, hospital operations is required
• Strong analytical skills with ability to translate operational data into actionable insights and performance improvements.
• Ability to operate effectively in high-pressure, fast-paced environments requiring precision, speed, and accountability.
• Proven ability to lead and develop supervisors and frontline teams in a structured, KPI-driven environment. Strong coaching, performance management, and engagement capability to drive productivity and retention.
• Strong adaptability in dynamic environments with evolving operational and technology demands.
• Fluent Arabic (spoken and written) - mandatory
• Fluent English (spoken and written) – mandatory.
• Fully embraces the culture of CCAD and the Patients First values

Experience in GCC or Cleveland Clinic Abu Dhabi

Certification and Licensure

Job Specific Skills and Abilities

• Fluent Arabic (spoken and written) - mandatory
• Fluent English (spoken and written) – mandatory.
• Proficiency with Microsoft Office suite