Contact Center Team Lead

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?

Work Location: In person