Team Lead Contact Center

Job Description

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).

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.

Are you interested in this position?

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