قائد فريق مركز الاتصال

We are looking for an experienced and motivated Call Centre Team Leader to supervise daily operations, lead a team of Call Centre Agents, and ensure high-quality customer and patient service within a healthcare environment.

Responsibilities

• Supervise daily call centre operations and manage team workload and coverage.
• Monitor team performance, call quality, response times, productivity, and customer satisfaction.
• Coach and support Call Centre Agents through regular feedback and performance reviews.
• Handle escalated patient complaints and resolve complex appointment-related issues.
• Ensure efficient management of appointment scheduling, rescheduling, and cancellations.
• Monitor calls, WhatsApp inquiries, and other customer communication channels.
• Analyze performance reports, identify improvement opportunities, and recommend corrective actions.
• Coordinate with internal departments to resolve operational issues and customer requests.
• Identify training needs and support team development.
• Ensure compliance with company policies, patient confidentiality, and healthcare service standards.
• Prepare regular operational and performance reports for management.

Qualifications

• Bachelor’s degree in any relevant discipline; a healthcare or medical-related background is preferred.
• 3–5 years of experience in Call Centre or Customer Service operations.
• Previous Team Leader or supervisory experience is required.
• Healthcare, hospital, clinic, or medical services experience is highly preferred.
• Strong leadership, communication, and team management skills.
• Good understanding of call centre KPIs, quality monitoring, and performance reporting.
• Excellent complaint-handling, problem-solving, and decision-making skills.
• Good computer skills and the ability to work in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Candidates with experience leading call centre teams in hospitals, clinics, or medical centres are strongly encouraged to apply.