Contact Center Team Lead
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Key skills for this role
About the Role
The Contact Center Team Lead will oversee daily operations of the hospital’s contact center, ensuring high-quality patient interaction, efficient call handling, and service excellence.
Key Skills for This Role
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Job Summary
The Contact Center Team Lead will oversee daily operations of the hospital’s contact center, ensuring high-quality patient interaction, efficient call handling, and service excellence.
The role requires strong leadership skills, healthcare experience, and the ability to manage a bilingual team to support diverse patient needs.
Key Responsibilities
- Supervise and manage daily contact center operations, including inbound/outbound calls, emails, and appointment bookings.
- Lead, coach, and motivate a team of contact center agents to achieve performance targets (KPIs, SLAs, patient satisfaction).
- Monitor call quality and provide regular feedback, training, and performance improvement plans.
- Ensure accurate handling of patient inquiries related to appointments, insurance, billing, and hospital services.
- Coordinate closely with clinical departments, billing, and front office teams to ensure seamless patient experience.
- Handle escalations and resolve complex patient concerns in a timely and professional manner.
- Prepare and analyze reports on call volumes, service levels, and team performance.
- Ensure compliance with hospital policies, data privacy, and healthcare regulations.
- Support recruitment, onboarding, and training of new contact center staff.
Qualifications & Requirements
- Bachelor’s degree in Healthcare Administration, Business Administration, or related field.
- Minimum **3–5 years of experience** in a contact center within **healthcare/hospital setting**.
- Prior experience in a **supervisory or team lead role** is mandatory.
- Strong understanding of hospital operations, appointment systems, and patient services.
Skills & Competencies
- Excellent leadership and team management skills.
- Strong communication and interpersonal abilities.
- Ability to handle high-pressure situations and patient escalations.
- Proficiency in contact center systems and CRM tools.
- Strong analytical and reporting skills.
Language Requirement
- **Bilingual preferred (English & Arabic highly desirable).**
- Pay: AED6,000.00 - AED7,500.00 per month
Application Question(S)
- Do you have Healthcare Experience as Team Lead
- Notice Period?
- Current Salary?
- Expected Salary?
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