Cell Center Team Leader

Company Overview

Located on Al Taawun Street in Sharjah, Gaelan Hospital is dedicated to delivering accessible, high-quality healthcare to the community. With a team of 34+ experienced doctors across 20+ specialized departments , we proudly serve over 7000 satisfied patients . Our mission is to provide personalized, comprehensive medical services—from preventive care to advanced treatments—in a patient-centered environment.

Role Overview

We are seeking a proactive and experienced Call Center Team Leader to oversee our call center operations on a full-time, on-site basis at our Sharjah location. The ideal candidate will lead a team of call center agents, ensure exceptional customer service quality, and support smooth communication across the hospital.

Key Responsibilities

• Supervise daily call center operations and manage a team of agents.
• Monitor agent performance, track KPIs, and ensure service quality standards are met.
• Provide coaching, training, and ongoing support to enhance team performance.
• Handle escalated customer inquiries professionally and efficiently.
• Develop and maintain performance reports and operational documentation.
• Implement strategies to improve customer satisfaction and operational efficiency.
• Collaborate with internal departments to streamline communication processes.

Qualifications

• Proven leadership experience with the ability to motivate and guide teams.
• Strong communication and interpersonal skills, with the ability to manage difficult interactions.
• Prior experience in call center operations and customer service roles.
• Proficient in problem-solving, conflict resolution, and multitasking.
• Familiarity with call center systems, CRM tools, and performance monitoring software.
• Strong analytical skills with the ability to prepare detailed reports.
• Fluency in English; Arabic proficiency is a strong advantage.
• Punctual, detail-oriented, proactive, and well-organized.