The Contact Center Manager is responsible for leading and operating a high-performance contact center with a focus on maximizing inflow, booking rate, and clinic occupancy through advisory, outbound calls, and efficient handling of incoming contacts. This role is primarily operational, requiring close daily collaboration with the team, taking calls, coaching in real time, and ensuring quality, pace, and results. Reporting to the Marketing Manager, the Contact Center Manager works closely with marketing, sales managers, business managers, and other key individuals to ensure optimal resource allocation and capacity in the clinics. The team consists of nearly 20 employees divided into inbound and outbound teams, supporting all of our client's clinics in Sweden from the head office in Sundbyberg. Overall, the Contact Center Manager plays a crucial role in driving commercial success by overseeing the contact center operations and working towards maximizing inflow and clinic occupancy. This position involves close collaboration with various departments and key individuals to ensure the right inflow, capacity, and resource allocation. The Contact Center Manager is responsible for leading the team, taking calls, providing real-time coaching, and monitoring quality and results. With a focus on operational excellence, the Contact Center Manager works towards achieving the company's goals of increasing booking rates and clinic occupancy through effective communication and efficient handling of incoming contacts.