Lead, supervise, and manage the call center team to ensure optimal productivity and service quality.Monitor real-time performance and ensure adherence to established KPIs and service level agreements.Ensure all inbound and outbound communications (calls, WhatsApp, and social media channels) are handled in a timely, professional, and consistent manner.Coordinate effectively with clinic management and medical teams regarding schedules, availability, and operational updates.Oversee appointment booking processes, ensuring accuracy, efficiency, and proper system utilization.Manage and resolve escalated customer complaints in accordance with company policies and service standards.Conduct ongoing coaching, training, and performance evaluations to enhance team capabilities.Analyze performance data and prepare periodic reports highlighting key metrics, trends, and improvement areas.Implement and monitor call quality assurance processes, providing structured feedback and corrective actions.Ensure full compliance with company policies, procedures, and operational guidelines.