Job Description

LIFE Pharmacy is the largest retail pharmacy chain in the Middle East, with over 500 pharmacies, health and wellness stores, and hypermarkets. Offering a wide range of healthcare products, LIFE Pharmacy aims to meet customer needs for medicines, cosmetics, lifestyle products, and healthcare equipment. Known for its customer-centric philosophy, the company provides a friendly ambiance and superior service aligned with global best practices. Stocking world-class brands across categories like medicines, vitamins, skin care, and personal care, LIFE Pharmacy enhances customer convenience with services like free home delivery and health screenings.

Role Overview:

We are seeking an experienced and dynamic Call Centre Manager to lead our customer service operations and ensure a superior customer experience across all communication channels. The ideal candidate will be responsible for driving service efficiency, enhancing team performance, and implementing best practices in line with organizational goals.

Key Responsibilities:

• Manage and oversee the daily operations of the call centre team, ensuring prompt and professional handling of all customer inquiries.
• Develop and implement standard operating procedures (SOPs) to enhance service quality and operational efficiency.
• Monitor key performance indicators (KPIs), service levels, and customer satisfaction metrics, and initiate continuous improvement actions.
• Train, mentor, and motivate team members to deliver exceptional customer service and achieve performance targets.
• Collaborate with internal departments such as E-commerce, Logistics, and Retail Operations to ensure seamless customer support.
• Handle escalations effectively and ensure timely resolution of customer complaints.
• Prepare regular reports on call centre performance, trends, and improvement initiatives.
• Leverage technology, CRM tools, and analytics to optimize processes and improve customer engagement.

Qualifications & Requirements:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 5–7 years of experience in a call centre leadership role, preferably in retail, healthcare, or pharmacy sectors.
• Proven experience managing large teams in a fast-paced environment.
• Excellent communication, leadership, and problem-solving skills.