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customer service representative

call center team leader

American Hospital Dubai

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

Seline Clinic

ABOUT THE COMPANY: Seline Clinic, a prestigious full-cycle aesthetic medical clinic, is expanding into the heart of the Middle East. We are seeking an experienced &quot;Call Center Manager&quot; to join our dynamic team. The Call Center Manager will oversee the day-to-day operations of our call center, ensuring smooth communication between the clinic and its clients while maintaining a high standard of customer service.JOB DESCRIPTION:Team Management &amp; Leadership:<ul><li>Lead, manage, and motivate a team of Call Center Agents to meet performance targets and ensure high-quality service.</li><li>Foster a positive and supportive team environment, providing coaching, feedback, and professional development opportunities for agents.</li><li>Monitor and evaluate team performance through regular one-on-ones, performance reviews, and reporting.</li><li>Organize and implement training sessions for new and existing staff to ensure they are equipped with the necessary tools and knowledge to succeed.</li><li>Implement effective strategies to drive agent productivity, engagement, and morale.</li></ul>Customer Support Oversight:<ul><li>Ensure the call center team handles customer inquiries, complaints, and requests efficiently while maintaining a high level of professionalism.</li><li>Address customer issues that require escalation and ensure a positive resolution.</li><li>Ensure that agents are delivering on the clinic&rsquo;s promise of creating a welcoming, supportive, and empathetic experience for patients.</li><li>Maintain a hands-on approach by occasionally stepping into customer interactions to lead by example and support the team.</li></ul>Process Improvement &amp; Reporting:<ul><li>Analyze and evaluate the performance of the call center through data-driven insights to identify trends, bottlenecks, and areas for improvement.</li><li>Develop and implement strategies to enhance customer service processes and improve patient satisfaction.</li><li>Ensure all customer interactions are recorded accurately and efficiently, and that data is used to identify opportunities for improvement.</li><li>Prepare and submit daily, weekly, and monthly performance reports to the upper management.</li><li>Work closely with other departments to ensure smooth communication and streamlined processes.</li></ul>Multichannel Communication Management:<ul><li>Oversee communication across multiple channels including phone, email, live chat, and social media to ensure consistent, professional service delivery.</li><li>Ensure timely and accurate responses to patient inquiries across all communication platforms, meeting response time goals.</li></ul>Product/Service Knowledge:<ul><li>Maintain up-to-date knowledge of the clinic&rsquo;s services, promotions, and pricing to ensure that team members can accurately communicate value propositions to potential clients.</li><li>Ensure that the team can clearly explain services, packages, and offers to patients and respond to questions regarding aesthetics procedures and treatments.</li></ul>Quality Assurance:<ul><li>Continuously review and assess call quality to ensure that agents adhere to clinic standards and company protocols.</li><li>Implement a robust quality assurance system to monitor and evaluate agent performance, providing feedback to ensure consistency in customer service delivery.</li><li>Regularly review agent-client interaction logs and assess customer feedback to identify areas for improvement.</li></ul>Cross-Selling and Upselling Strategy:<ul><li>Ensure the team is effectively identifying opportunities for cross-selling and upselling additional services or products to clients, maximizing revenue potential.</li><li>Help set and meet sales targets and KPIs for the call center while maintaining the highest levels of customer satisfaction.</li></ul>Follow-Up and Coordination:<ul><li>Establish clear procedures for follow-ups and coordination between call center agents, other clinic departments, and external vendors.</li><li>Monitor follow-up procedures to ensure leads are nurtured, appointments are scheduled, and customer issues are resolved promptly.</li><li>Work with marketing and sales teams to ensure promotional campaigns are executed efficiently and feedback is shared to improve strategies.</li></ul>Team Collaboration &amp; Communication:<ul><li>Collaborate with other departments to resolve issues and optimize client experiences, ensuring smooth and efficient operations within the clinic.</li><li>Serve as the main point of contact for the clinic&rsquo;s leadership team for all issues related to customer service and call center performance.</li><li>Work closely with HR to ensure appropriate staffing levels and provide feedback on team performance, development, and hiring needs.</li></ul>JOB REQUIREMENTS:<ul><li>Bachelor&rsquo;s Degree.</li><li>Minimum 4 years of experience in managing a call center, ideally in the UAE, preferably within the healthcare or aesthetic clinic industry.</li><li>Proven track record of leading and achieving sales and customer service targets.</li><li>Strong leadership and team management skills, with experience in coaching and developing employees.</li><li>Exceptional communication skills, both written and verbal, with the ability to handle escalations professionally.</li><li>Ability to multi-task, set priorities, and manage time effectively in a fast-paced environment.</li><li>Strong analytical skills with the ability to interpret data, create reports, and drive actionable improvements.</li><li>Excellent organizational and interpersonal skills, with a client-first mindset.</li><li>Experience in aesthetics or healthcare services in Dubai is highly preferred.</li><li>Russian language proficiency is a plus.</li><li>Familiarity with CRM systems, call center software, and data analytics tools.</li></ul>COMPENSATION &amp; REWARDS:<ul><li>Highly competitive compensation with local benefits.</li><li>Strong incentive scheme tied to team and individual performance.</li><li>Opportunities for career growth and professional development within the clinic&rsquo;s expanding operations.</li><li>KPIs based on call handling, customer satisfaction, and sales targets.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your notice period?</li><li>What is your salary expectation in AED?</li><li>How many years of experience do you have in Aesthetic Clinic industry?</li></ul>

Call Center Manager

Concentrix

<div><div><div>Customer Service and Support
</div><div><div><div>Location</div>
<div>Dubai, United Arab Emirates</div></div></div><div></div><div><div> 
</div>Job Title:
Team Leader, Operations
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.<h2 class="jobSectionHeader">
Essential Functions/Core Responsibilities</h2><ul><li>
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements</li><li>
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly</li><li>
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment</li><li>
Ensure service delivered to our customers meets contractual Key Performance Indicator (&lsquo;KPIs&rsquo;) and financial expectations</li><li>
Communicate expectations to employees and provide timely updates</li><li>
Provide subject matter expertise in handling escalated customer calls as needed</li><li>
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities</li><li>
Stay current on internal work processes, policies and procedures. Attend required manager development training</li><li>
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members</li></ul><h2 class="jobSectionHeader"> 
Candidate Profile</h2><ul><li>
Associate's degree in related field with two to four years of relevant experience preferred</li><li>
At least four years' experience as a Team Leader in a Call Centre in UAE</li><li>
Must be currently based in UAE and available for F2F interviews</li><li>
Native-level Arabic and fluency in English</li><li>
Highly motivated individual with skills to develop and coach team members to achieve performance expectations</li><li>
Work well under pressure and follow through on items to completion</li><li>
Strong communication skills, both written and verbal</li><li>
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable</li><li>
Ability to mentor, coach and provide direction to a team of employees</li><li>
Willingness to work a flexible schedule</li></ul><h2 class="jobSectionHeader"> 
Career Level Description</h2>
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.<h2 class="jobSectionHeader">
Disclaimer
</h2>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
ARE Dubai - Property# BCB2 515, Dubai CommerCity
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents</div></div></div><div></div>

Team Leader, Operations

<div>
 Job Title:
 
 
 Team Leader - Contact Center
 
 
 
 Job Description
 
 
 
 As a Contact Centre Team Leader, you&rsquo;ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
 
 
 
 Essential Functions / Core Responsibilities
 
 
 
 
 Manage the daily operations and admin as assigned but not limited to
 
 
 
 <ul>
 <li>
 Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
 </li>
 <li>
 Actively involved on client calls and ensuring that updates are timely communicated to the team.
 </li>
 <li>
 Working with colleagues to effectively run the Contact Centre operation.
 </li>
 <li>
 Interviewing and hiring of appropriate candidates, as needed.
 </li>
 <li>
 Preparing reports and analyze data to self-understand and assist in management decisions.
 
 
 </li>
 </ul>
 
 Lead and motivate the team
 
 
 
 <ul>
 <li>
 Providing supervision and motivation of staff to foster competitive performance.
 </li>
 <li>
 Ensuring efficient and productive handling of inbound call volumes.
 </li>
 <li>
 Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
 </li>
 <li>
 Maintaining knowledge of all programs/projects the inbound unit supports.
 </li>
 <li>
 Assisting staff with questions pertaining to the products and services offered by the client.
 </li>
 <li>
 Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
 </li>
 <li>
 Institute creative &amp; innovative Rewards &amp; Recognition activities for enhancing team performance and motivation.
 </li>
 <li>
 Fostering career advancement of the team members within the project or lateral movement.
 
 
 </li>
 </ul>
 
 Manage performance
 
 
 
 <ul>
 <li>
 Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
 </li>
 <li>
 Set objectives and clearly communicate goals and targets that needs to be met every month.
 </li>
 <li>
 Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
 </li>
 <li>
 Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
 </li>
 <li>
 Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
 </li>
 <li>
 Assessing staff capabilities and identifying appropriate development and training opportunities.
 </li>
 <li>
 Setting the appropriate expectations of conduct and professionalism through example.
 </li>
 <li>
 Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
 </li>
 <li>
 Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
 
 
 </li>
 </ul>
 
 Client Management
 
 
 
 <ul>
 <li>
 Effectively managing and strengthening relationship with the Client representative/s.
 
 
 </li>
 </ul>
 
 CANDIDATE PROFILE
 
 
 
 Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
 
 
 <ul>
 <li>
 You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
 </li>
 <li>
 A bilingual English (B2+ level) and native Arabic speaker.
 </li>
 <li>
 Strong communication and interpersonal skills.
 </li>
 <li>
 Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
 </li>
 <li>
 You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
 </li>
 <li>
 Analytical, efficient and thorough.
 </li>
 <li>
 Proficiency with technology, especially computers, software applications, and phone systems.
 
 
 </li>
 </ul>
 
 Disclaimer
 
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Work-at-Home
 
 
 Language Requirements:
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581813
 
</div>

Team Leader - Contact Center

King's College Hospital London

Are you a dynamic leader with a passion for delivering exceptional patient experiences? King's College Hospital London, Dubai is seeking a Call Centre Lead to oversee the daily operations of our patient contact centre and ensure service excellence across all touchpoints.

Call Centre Lead

Ace Marketing

We are looking for an enthusiastic Tele-sales Team Lead to contribute to generating sales for our company. You will be responsible for closing sales deals over the phone and maintaining good customer relationships.An effective tele-sales team leader must be an excellent communicator and have superior people skills. They must be comfortable presenting products or services over the phone as well as dealing with complaints and doubts.The goal is to help the company grow by bringing in customers and developing business.Job Responsibilities: -Contact potential or existing customers to inform them about a product or service using scriptsAnswer questions about products or the companyAsk questions to understand customer requirements and close sales.Direct prospects to the field sales team when needed.Enter and update customer information in the database.Take and process orders in an accurate manner.Handle grievances to preserve the company&rsquo;s reputation.Go the &ldquo;extra mile&rdquo; to meet sales quota and facilitate future sales.Keep records of calls and sales and note useful information.Requirements and skills: -Experience - 3 to 7 yearProven track record of successfully meeting sales quota preferably over the phone.Good knowledge of relevant computer programs (e.g., CRM software) and telephone systemsAbility to learn about products and services and describe/explain them to prospects.Excellent communication and interpersonal skillsCool-tempered and able to handle rejection.Outstanding negotiation skills with the ability to resolve issues and address complaints.High school diploma: BSc/BA will be a plus.Location: - Al Karama DubaiLanguage Known- Hindi is must and additional would-be a plus.Job Type: Full-time

Tele sales Team Leader

Iiqaf

The IIQAF Group of Companies is a global leader in providing services in the hospitality, information technology, tourism, insurance, and health care industries. Established in 1986, the company has grown to become a major player in the international market, with operations in the United Kingdom, Canada, Singapore, and the United Arab Emirates. Description We are looking for a dedicated Call Center Agent to join IIQAF in Dubai. As a Call Center Agent, you will play a crucial role in providing exceptional customer service and support to our clients. Your primary responsibility will be to handle incoming calls, address customer inquiries, and ensure customer satisfaction. This position is vital to maintaining positive relationships with our clients and upholding the reputation of IIQAF in the healthcare industry.As a Call Center Agent at IIQAF, you will be involved in a variety of projects aimed at enhancing customer experience and resolving issues efficiently. You will have the opportunity to work closely with a dynamic team and contribute to the overall success of our call center operations. This role requires strong communication skills, empathy, and the ability to multitask effectively. Responsibilities <ul><li>Answer incoming calls and respond to customer inquiries in a professional manner</li><li>Provide information about products and services, and assist customers with their needs</li><li>Resolve customer complaints and escape issues as needed</li><li>Update customer records accurately in the database</li><li>Follow communication scripts and guidelines when handling different topics</li><li>Meet or exceed call center metrics including call handling time and customer satisfaction targets</li><li>Collaborate with team members to improve overall customer service</li><li>Adhere to company policies and procedures at all times</li></ul> Requirements <ul><li>Excellent verbal and written communication skills</li><li>Strong problem-solving abilities and customer service orientation</li><li>Ability to work in a fast-paced environment and handle high call volumes</li><li>Good knowledge of customer relationship management (CRM) systems</li><li>Attention to detail and accuracy in data entry</li><li>Ability to remain calm and professional under pressure</li><li>Flexibility to work in shifts, including evenings and weekends</li><li>Previous experience in a call center or customer service role is a plus</li></ul>

Call Center Agent

Explore 9731+ Call center team leader in Dubai this November. Find roles across top companies and apply now to boost your career.