Job Title: Senior Contact Center & Social Media Manager
Department: Client Services
Location: 10th of ramadan city
Reporting To: Regional Managing Director / CEO
Role Objective:
To lead and manage the contact center and social media messaging operations across a network of aesthetic clinics.
This role ensures timely, professional, and high-quality interactions with clients across all communication channels—calls, messages, and social platforms—while driving client satisfaction, appointment bookings, and brand consistency.

Key Responsibilities:

Contact Center Leadership:
Manage day-to-day operations of the contact center, ensuring seamless client communication and booking management.
Supervise a team of agents handling inbound and outbound calls for consultations, appointments, and client support.
Develop SOPs, scripts, and service standards to maintain a premium client experience.
Monitor team performance, provide coaching, and ensure adherence to KPIs
Collaborate with front desk and operations teams to align schedules and ensure booking accuracy.
Social Media Messaging Oversight
Oversee and respond to messages, comments, and inquiries on platforms such as Instagram, Facebook, WhatsApp Business, and others.
Ensure all responses reflect the clinic’s tone of voice and are handled promptly and professionally.
Guide the team in converting digital inquiries into confirmed appointments.Stay updated on promotions, offers, and campaigns to ensure accurate information is shared with clients.
Strategy & Performance Monitoring:
Track and analyze daily communication performance and suggest process improvements.
Prepare regular reports on lead conversions, client feedback, and channel performance.
Work with management to align communication strategies with overall business goals.
Identify opportunities to enhance the client experience and operational efficiency.

Terra Solutions

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