Team Lead Contact Center
On-site · Dubai, Dubai, United Arab Emirates
Job Summary
Lead the hospital's contact center operations, overseeing daily activities to ensure high-quality patient interactions, efficient call handling, and service excellence. Responsible for supervising and motivating a team of contact center agents to meet KPIs and SLAs, monitoring call quality, providing coaching and performance improvement, and ensuring accurate handling of patient inquiries related to appointments, insurance, billing, and hospital services. Collaborates with clinical departments, billing, and front office teams to deliver seamless patient experiences, handles escalations, analyzes reports on call volumes and service levels, ensures compliance with healthcare regulations, and supports recruitment and training of new staff. Bilingual proficiency (English & Arabic highly desirable) is preferred.
Required Qualifications
- 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
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