{"id":2350432,"url":"https://alion.io/job/cairoscan-call-center-manager","title":"Call Center Manager","company":{"id":3882314,"name":"CairoScan","domain":"cairoscan.com.eg","url":"https://alion.io/company/cairoscan","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Giza, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-12T13:40:15Z","employer_posted_date":null,"last_verified_at":"2026-10-12T13:40:15Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Core Duties & ResponsibilitiesVendor Performance & SLA MonitoringSLA Enforcement: Daily tracking and auditing of outsourced partner performance against agreed-upon Service Level Agreements (SLAs) regarding answer speeds, resolution times, and channel availability (Inbound, Outbound, WhatsApp).\n\nDaily Operational Standups: Lead morning alignment meetings with the outsourcing vendor account manager to review previous day metrics, staffing gaps, and immediate operational priorities.\n\nRoot-Cause Analysis: Investigate SLA breaches, high abandonment rates, or sudden spikes in handle times, demanding formal corrective action plans (CAPs) from the vendor when performance dips.\n\nQuality Assurance & ComplianceCall & Chat Auditing: Conduct regular random audits of recorded inbound calls, outbound pitches, and WhatsApp conversation transcripts to ensure adherence to brand guidelines, compliance policies, and script accuracy.\n\nCustomer Experience (CX) Alignment: Ensure the outsourced team maintains the same brand voice, empathy standards, and professional etiquette as an internal team.\n\nFinancial & Operational GovernanceInvoice & Billing Reconciliation: Audit monthly vendor invoices against actual handled minutes, active agent seats, or agreed pricing tiers to prevent billing discrepancies.\n\nCapacity & Workforce Management (WFM) Review: Validate that the outsourcing partner maintains adequate staffing rosters and scheduling buffers to handle projected call and messaging volumes without burning out agents.\n\nPerformance Reporting: Compile executive dashboards summarizing vendor output, cost-per-contact efficiency, and key ROI metrics for internal leadership.\n\nEscalation Management & Continuous ImprovementTier-2 Escalations: Act as the primary internal bridge for complex, high-priority customer complaints or regulatory escalations that the outsourced team cannot resolve.\n\nFeedback Loops & Training Refinement: Share insights from QA audits with the vendor’s training team to rapidly close knowledge gaps and update product or service scripts.\n\nKey Performance Indicators (KPIs)1. Service Level & Operational SLAsInbound Service Level (SL): Percentage of calls answered within the agreed threshold ( As per the contract).\n\nWhatsApp First Response Time (FRT): Average time taken by the outsourced team to reply to customer messages.\n\nAbandonment Rate: Percentage of inbound callers disconnecting before reaching an agent.\n\n2. Quality & Customer SatisfactionQuality Assurance (QA) Score: Percentage score achieved by vendor agents during internal or joint quality audits.\n\nFirst Contact Resolution (FCR): Percentage of inquiries successfully resolved on the initial interaction across voice and chat.\n\nCSAT (Customer Satisfaction): Post-interaction feedback rating specifically measuring satisfaction with the outsourced agents.\n\n3. Vendor Compliance & Workforce EfficiencyAdherence to Schedule: Percentage of time vendor agents spend logged in and ready for work according to their contracted shift schedules.\n\nAttrition & Staffing Turnover: Tracking the vendor's internal staff churn to ensure stability and minimize the risks of continuous retraining.\n\nRequirements\nEssential Skills and Experience to Look For\nHealthcare Operations Background: Experience in managing healthcare contact centers, medical practice front desks, or patient access services is highly preferred over general customer service experience.\n\nKnowledge of Imaging Modalities and Protocols: Familiarity with the differences between imaging types (e.g., contrast vs. non-contrast scans) to accurately answer patient inquiries and screen for contraindications (like metal implants for MRIs or kidney function checks for contrast dye).\n\nProficiency with RIS and SAP Systems: Hands-on experience with Radiology Information Systems, and specialized scheduling platforms used in medical imaging.\n\nRegulatory and Privacy Compliance: Deep working knowledge of HIPAA regulations, patient privacy standards, and medical ethics.\n\nDe-escalation and Empathy: The ability to train and guide agents in handling anxious patients who may be frightened about their diagnostic results or frustrated by long wait times and insurance hurdles.\n\nKey Metrics to Monitor for Success\nFirst-Call Resolution (FCR): Ensuring patients can schedule, get prepped, and receive answers without needing multiple callbacks.\n\nCall Abandonment Rate: Keeping missed calls low, as patients or referring offices needing imaging require prompt assistance.\n\nSchedule Utilization Rate: Ensuring imaging rooms (MRI/CT scanners) remain fully booked and efficient by minimizing unfilled slots caused by scheduling errors or late cancellations.\n\nAuthorization Turnaround Time: Tracking how quickly prior authorizations are secured to prevent rescheduling delays for patients.\n\nChallenges to Anticipate\nComplex Scheduling Rules: Imaging equipment has strict operating rules (e.g., a patient cannot have an MRI of the lumbar spine immediately following a barium swallow). The manager must ensure agents understand these clinical dependencies.\n\nUrgent vs. Routine Prioritization: Training staff to quickly recognize urgent or stat orders from emergency rooms or oncologists and route them appropriately without letting routine outpatient bookings slip.","description_format":"text","description_chars":5289,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Radiology & Imaging Centers"],"lifecycle":[{"event":"open","at":"2026-10-12T13:40:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["seen:0","win:early"],"computed_at":"2026-10-13T03:01:51Z"},"pay":null,"html_url":"https://alion.io/job/cairoscan-call-center-manager","json_url":"https://alion.io/job/cairoscan-call-center-manager.json","meta":{"generated_at":"2026-10-13T03:01:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4561,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3882314},"rest":"https://alion.io/mcp/rest/get_company?id=3882314"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcairoscan-call-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcairoscan-call-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcairoscan-call-center-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cairoscan-call-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcairoscan-call-center-manager"}]}