Team Lead Contact Center
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Key skills for this role
About the Role
Fakeeh University Hospital is seeking a Contact Center Team Lead to oversee daily operations, ensuring high-quality patient interaction and service excellence. The role requires strong leadership skills, healthcare experience, and the ability to manage a bilingual team.
Key Skills for This Role
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
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
- 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)
Full Job Posting
About Us
- 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,
- 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 inc
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).
Competencies
- Adaptability & Resilience
- Accountability & Role Understanding with Accreditation Knowledge
- Teamwork and Relationship Building with Cultural Alignment
- Talent Management and Development
- Compassionate and Effective Communication
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