Team Lead Contact Center

Fakeeh Health is a pioneering healthcare group brought to the UAE by the esteemed founders of Fakeeh Care Group, KSA .

With a strong legacy in clinical excellence, research & innovation, and academic integration, Fakeeh Health stands as a testament to our unwavering commitment to delivering holistic, high-quality, and accessible healthcare.

Fakeeh Health includes a network of patient-focused facilities led by our flagship, Fakeeh University Hospital , where Person-Centered Care (PCC) guides both patient and employee experiences.

As a Planetree-aligned organization, we foster a supportive and empowering work culture.

Our network also includes Fakeeh MediCenters across Dubai for accessible primary care, the tech-enabled Fakeeh Smart Clinic for hybrid physical and virtual care, and Fakeeh DaySurge , focused on minimally invasive, same-day procedures.

Aligned with our organizational values and PCC goals, we value professionals who bring experience in community engagement or corporate social responsibility (CSR), as such backgrounds reflect our shared commitment to meaningful social impact and community upliftment.

To provide a high-quality, professional service to all visitors at the reception, ensuring efficient communication and customer service.

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.

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.

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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.

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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.

Bilingual preferred (English & Arabic highly desirable).

Teamwork and Relationship Building with Cultural Alignment