Call Center Team Leader

role Summary:

The Team Leader is responsible for managing and supervising the call center and social media teams handling cosmetic surgery and aesthetic procedure inquiries. The role ensures high-quality patient communication, lead conversion, appointment booking, and overall patient experience while maintaining compliance with DHA regulations and hospital policies. The Team Leader also works closely with marketing, doctors, nurses, and patient coordinators to optimize patient satisfaction, engagement, and hospital reputation.

Key Responsibilities:

Call Center & Team Management:

• Supervise and support call center agents handling cosmetic and aesthetic inquiries.
• Monitor inbound/outbound calls, WhatsApp, emails, and online leads.
• Ensure accurate and up-to-date information is provided regarding cosmetic surgeries and procedures.
• Track leads, conversions, and appointment booking performance.
• Train staff on scripts, patient communication, confidentiality, and social media etiquette.
• Handle escalated patient concerns professionally and promptly.
• Conduct regular team performance reviews and coaching sessions.

Social Media & Digital Engagement:

• Supervise patient interactions across all social media channels (Instagram, Facebook, WhatsApp, TikTok, etc.).
• Ensure timely responses to inquiries, comments, and messages.
• Maintain brand-compliant and professional communication online.
• Monitor social media trends and patient engagement metrics.
• Provide feedback to marketing for content improvement based on patient queries and trends.

Patient Relationship Management:

• Maintain high standards of patient experience from first contact to post-procedure follow-up.
• Build trust and rapport with prospective and existing patients.
• Ensure proper follow-up and patient retention strategies are implemented.

Reporting & Analytics:

• Prepare daily and weekly performance reports for call center and social media activities.
• Provide insights to improve lead conversion, patient experience, and social media engagement.
• Identify trends in patient inquiries and suggest process improvements.

Compliance & Risk Management:

• Ensure adherence to DHA regulations, hospital policies, and patient confidentiality standards.
• Maintain proper documentation of all patient interactions.
• Quickly identify and escalate potential PR issues or patient dissatisfaction.
• Ensure patient safety and confidentiality in all digital and telecommunication interactions.

Technology & Process Improvement:

• Oversee effective use of CRM systems to track patient interactions, leads, and follow-ups.
• Implement automation where possible to improve efficiency (reminders, follow-ups, notifications).
• Suggest workflow enhancements to reduce missed or delayed follow-ups.

Collaboration:

• Coordinate with doctors, nurses, patient coordinators, and marketing teams for accurate responses and scheduling.
• Work with marketing to align social media campaigns with patient inquiries.

Key Performance Indicators (KPIs):

Call Handling & Response:

• Average response time to calls and messages (≤ 30 seconds for calls, ≤ 1 hour for social media)
• Percentage of calls/messages answered (target ≥ 95%)
• Average call duration maintaining quality

Lead Conversion & Appointment Scheduling:

• Number of inquiries converted to consultations/appointments
• Conversion rate (inquiries → booked appointments)
• Follow-up completion rate for pending leads (target: 100%)

Customer Satisfaction & Brand Image:

• Patient satisfaction scores (calls, WhatsApp, social media interactions)
• Escalated complaints resolved within SLA (target ≥ 90% within 24 hours)
• Social media engagement and reputation management

Team Performance:

• Adherence to call scripts, SOPs, and social media guidelines
• Agent productivity (calls handled, leads followed up, appointments booked)
• Training completion rate for team members
• Staff satisfaction and engagement scores

Reporting & Analytics:

• Accuracy and timeliness of daily/weekly reports
• Insights provided to improve conversion rates and patient engagement
• Implementation of process improvements based on performance data

Compliance & Documentation:

• Adherence to hospital policies and DHA regulations
• Proper documentation of all patient interactions
• Maintenance of confidentiality and data security

Patient Retention & Follow-up:

• Percentage of patients returning for follow-up consultations or treatments
• Social media lead quality (qualified leads converted to appointments)

Process Improvement Metrics:

• Number of workflow enhancements implemented based on call/social feedback
• Reduction in missed or delayed follow-ups

Job Types: Full-time, Contract
Contract length: 24 months

Pay: From AED5,500.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Hospital : 1 year (Preferred)
• clinic: 1 year (Preferred)
• cosmatic: 1 year (Preferred)

Language:

• arabic (Preferred)