call center team leader

Marriott International

<div>Additional Information 
Job Number26019737 
Job CategoryRooms &amp; Guest Services Operations 
LocationThe Ritz-Carlton Abu Dhabi Grand Canal, PO Box 91888, Al Maqta Area, Abu Dhabi, United Arab Emirates, United Arab Emirates 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management 
<div><div>POSITION SUMMARY 
Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed. 
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests&rsquo; service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. 
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None 
</div><div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world&rsquo;s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. 
<div>
 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.</div><div>
 
Your role will be to ensure that the &ldquo;Gold Standards&rdquo; of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.</div><div>
 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

CID/Call Center Team Leader

VIA Dental Clinic

About VIA Dental ClinicVIA Dental Clinic is one of Turkey&rsquo;s leading dental health tourism providers, offering world-class dental treatments to international patients. As we continue to expand, we are committed to delivering exceptional care, personalized service, and outstanding patient experiences. We are now looking for a motivated, experienced, and sales-driven Team Leader to join our dynamic call center team.Your Responsibilities<ul><li>Lead, coach, and motivate the call center sales team to achieve and exceed sales targets.</li><li>Develop and execute effective sales strategies to attract and convert international patients.</li><li>Manage patient inquiries through phone, email, and online channels with professionalism and empathy.</li><li>Supervise daily operations, ensuring quality standards and CRM accuracy.</li><li>Provide regular performance reports and identify improvement opportunities.</li><li>Collaborate with marketing and operations teams to optimize patient acquisition processes.</li></ul>What We&rsquo;re Looking For<ul><li>Minimum 2 years of sales experience and at least 1 year in a team leader or supervisor role (preferably in health tourism).</li><li>Excellent communication, negotiation, and leadership skills.</li><li>Fluent in English (fluency in French, German, Russian, Italian, or Arabic is a plus).</li><li>Goal-oriented, self-motivated, and capable of managing a fast-paced environment.</li><li>Familiarity with CRM systems and digital communication tools.</li></ul>What We Offer<ul><li>Competitive base salary + attractive commission structure.</li><li>High-quality international leads provided by the marketing team.</li><li>Continuous professional training and leadership development.</li><li>A dynamic, multicultural, and growth-oriented work environment.</li><li>Employee benefits and discounts on clinic services.</li></ul>İş T&uuml;r&uuml;: Tam zamanlı

Sales Team Leader

Boutiqaat

Contact Center Team Leader Are you a natural leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments, love solving problems, and enjoy inspiring teams to perform at their best? If so, we want you to lead our Contact Center team!At Boutiqaat, we&rsquo;re dedicated to delivering outstanding service to our customers and we&rsquo;re looking for a Contact Center Team Leader who can help elevate the customer journey even further.What You&rsquo;ll Be Doing:As our Contact Center Team Leader, you&rsquo;ll be the driving force behind a high-performing team that keeps our customers happy and supported. Your day will be filled with meaningful work, including:<ul><li>Oversee daily team operations to ensure smooth, efficient workflows.</li><li>Coach, motivate, and empower agents to reach their full potential.</li><li>Support performance management and help select top talent to join the team.</li><li>Review existing systems and workflows then help us make them better!</li><li>Implement procedures that support accuracy, consistency, and customer satisfaction.</li><li>Monitor call quality and ensure high service standards across the team.</li><li>Provide hands-on coaching to team members.</li><li>Identify training needs and help drive development plans.</li><li>Collaborate with HR to evaluate performance and support career growth.</li><li>Handle escalated issues with professionalism and empathy.</li><li>Provide solutions that enhance customer experience and build loyalty.</li><li>Ensure orders, inquiries, and complaints are handled quickly and accurately.</li><li>Create and manage team schedules to ensure full coverage.</li><li>Keep your team updated on policies, procedures, and compliance requirements.</li><li>Track and report performance metrics, sharing insights with leadership.</li></ul>What You Bring to the Table:<ul><li>A bachelor&rsquo;s degree in business management or a related field.</li><li>5&ndash;8 years of experience in customer service or a contact center.</li><li>Strong communication skills in both English and Arabic.</li><li>Confidence using Microsoft Office and comfort navigating various systems.</li><li>Experience with call center software (a nice bonus!).</li><li>The ability to stay calm under pressure, think fast, and multitask like a pro.</li><li>Knowledge of Boutiqaat products or the enthusiasm to learn quickly!</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your expected monthly salary?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer Service: 5 years (Preferred)</li></ul>

Contact Center Team Leader

Abacus Outsourcing

Job Title: Team Lead &ndash; Call Center Operations Location: Lahore (On-site) Company: Abacus Salary: PKR. 70,000 &ndash; PKR. 120,000/monthJob Type: Full-timeAbout Abacus: For nearly 40 years, Abacus has delivered innovative business solutions, driving digital transformation through technology and industry expertise. We empower clients with scalable, results-driven services and a culture built on integrity, collaboration, and continuous learning.Role Overview: We're seeking a dynamic Call Center Team Lead to manage day-to-day BPO operations. The ideal candidate will oversee agent performance, drive KPIs, handle escalations, and ensure service excellence across campaigns.Key Responsibilities:<ul><li>Supervise and mentor call center agents</li><li>Monitor performance metrics and implement improvements</li><li>Ensure SLA compliance and operational efficiency</li><li>Coordinate with cross-functional teams to resolve issues</li><li>Provide coaching, feedback, and regular performance reviews</li></ul>Qualifications:<ul><li>1 year or more of team lead experience in a BPO/call center environment</li><li>Strong leadership, problem-solving, and communication skills</li><li>Proficient in handling metrics, reports, and client expectations</li><li>Bachelor&rsquo;s degree in any discipline</li></ul>Perks &amp; Benefits:<ul><li>2 Weekly Days Off</li><li>EOBI &amp; Medical (IPD + OPD)</li><li>38 Paid Annual, Casual &amp; Sick Leaves</li><li>Annual Performance-Based Increment</li><li>Inclusive, growth-focused work culture</li></ul>Join Abacus &mdash; where people and performance come together.Job Type: Full-timePay: Rs70,000.00 - Rs120,000.00 per monthEducation:<ul><li>Bachelor's (Required)</li></ul>Work Location: In person

Call Center Team Lead

BlackStone eIT

<div>BlackStone eIT is looking for a highly skilled Call Center Operations Transformation Lead to spearhead our initiatives in reshaping and enhancing our call center operations. This key leadership role involves the design and implementation of strategic transformations aimed at maximizing efficiency, improving customer experience, and driving innovation within our call center teams.
As the Call Center Operations Transformation Lead, you will collaborate closely with cross-functional teams to identify areas for improvement, develop new operational frameworks, and oversee the execution of transformative projects. Your expertise in call center dynamics and change management processes will be essential for our success.
Key Responsibilities<ul>
<li>Lead the assessment of current call center operations and identify opportunities for process improvements and technology enhancements.</li>
<li>Develop a comprehensive transformation strategy that aligns with business goals and customer needs.</li>
<li>Collaborate with IT and technology teams to implement solutions that improve call center functionality and customer interactions.</li>
<li>Facilitate workshops and training sessions to ensure staff are equipped to adapt to new processes and technologies.</li>
<li>Monitor performance metrics and drive continuous improvement initiatives based on data analysis and feedback.</li>
<li>Act as a change agent to promote a culture of innovation and customer-centric thinking within the call center.</li> 
</ul> 
 
Requirements 
<ul>
<li>Bachelor's degree in Business Administration, Operations Management, or a related field.</li>
<li>5+ years of experience in call center operations, with at least 3 years in a leadership role focusing on transformation initiatives.</li>
<li>Strong knowledge of call center technologies, processes, and performance metrics.</li>
<li>Proven experience in change management and implementing process improvements.</li>
<li>Excellent analytical skills with the ability to translate data insights into actionable strategies.</li>
<li>Exceptional leadership and communication skills, capable of motivating and guiding teams through change.</li>
<li>Experience with project management methodologies and tools.</li>
<li>A track record of successful project delivery within a call center or customer service environment.</li>
<li>Familiarity with customer relationship management (CRM) systems is preferred.</li></ul></div>

Call Center Operations Transformation Lead

Solera Health

<div>About the Role

We're looking for a motivated and people focused Call Center Team Lead to support daily operations and help us deliver exceptional member and customer experiences. In this role, you will work closely with the Call Center Leadership to drive results, support your team, and ensure service level agreements are met within a fast paced, growing organization.

What You'll Do
<ul>
<li>Lead and support a team of Member Engagement Representatives.</li>
<li>Partner with the department Manager to run a successful call center operation.</li>
<li>Monitor realtime performance and provide coaching, feedback, and development.</li>
<li>Guide team members through escalations and ensure timely, thorough resolution.</li>
<li>Oversee daily tasks, queue management, shift coverage, and work allocation.</li>
<li>Ensure adherence to policies, performance expectations, and quality standards.</li>
<li>Document performance, provide redirection when needed, and celebrate wins.</li>
<li>Collaborate across teams including Client Success, Network Partners, Product and Operations to resolve issues and align on goals.</li>
<li>Participate in projects, initiatives, and team meetings as assigned.</li>
<li>Identify and support process improvements to enhance efficiency and member experience.</li>
<li>Navigate a dynamic, startuplike environment with patience, flexibility, and curiosity.</li>
</ul>
What You Bring
<ul>
<li>3+ years of experience in a call center or customer support environment.</li>
<li>1+ year of experience in a team lead, supervisory, or leadership role.</li>
<li>Healthcare and/or insurance industry experience strongly preferred.</li>
<li>Strong verbal and written communication skills with the ability to think and problem-solve in real time.</li>
<li>Demonstrated ability to coach, motivate, and develop team members.</li>
<li>Confidence managing escalations and communicating effectively with internal and external stakeholders.</li>
<li>Ability to thrive in a fast-paced environment with shifting priorities.</li>
<li>Strong organizational skills with the ability to multitask and adapt quickly.</li>
<li>A collaborative mindset with a focus on continuous improvement and team success.</li>
</ul>
Why You'll Love Working Here
<ul>
<li>Mission-driven environment focused on delivering high-quality member experiences.</li>
<li>Leadership role with visibility across the organization.</li>
<li>Opportunities to contribute to process improvements and operational innovation.</li>
<li>A culture that values growth, teamwork, and continuous improvement.</li>
</ul>
Where You Are Located
<ul>
<li>This role is remote and based in the United States.</li></ul> 


Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

EEO

Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</div>

VENTRA Health

<div>About Us:
<div>
Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.</div><ul><li>
Come Join Our Team!<ul><li><div>
As part of our robust Rewards &amp; Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.</div></li></ul></li><li><div>
Help Us Grow Our Dream Team &mdash; Join Us, Refer a Friend, and Earn a Referral Bonus!</div></li></ul>
Job Summary:
<ul><li>The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day operations, training, and escalations while maintaining active participation in patient support activities. The Lead supports service delivery by resolving complex issues, mentoring peers, monitoring queue performance, and promoting adherence to quality and productivity standards.</li></ul><div></div><div> 
The Contact Center Team Lead balances leadership responsibilities with hands-on operational duties and is expected to spend at least 50% of their time actively answering calls and assisting patients to ensure service level goals and frontline expertise are maintained. This role provides operational direction and support to Contact Center Specialists but does not have formal supervisory authority.
</div>Essential Functions and Tasks:
<ul><li>Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.</li><li>
Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.</li><li>
Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.</li><li>
Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.</li><li>
Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.</li><li>
Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.</li><li>
Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.</li><li>
Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.</li><li>
Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.</li><li>
Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.</li><li>
Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.</li><li>
Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.</li><li>
Perform special projects and other duties as assigned.</li></ul>
Education and Experience Requirements:
<ul><li>Associate&rsquo;s degree (2 years) required; bachelor&rsquo;s degree in business, Healthcare, or related field preferred.</li><li>
Minimum of 2&ndash;3 years of experience in a healthcare contact center or similar high-volume customer service environment.</li><li>
Prior experience serving as a senior agent, team lead or mentor preferred.</li></ul>
Knowledge, Skills, and Abilities:
<ul><li>Fluency in English, with strong verbal and written communication skills.</li><li>
Deep understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs).</li><li>
Demonstrated ability to handle escalated calls with empathy, professionalism, and accuracy.</li><li>
Proficiency with contact center technologies, CRMs, and Microsoft Office applications.</li><li>
Strong analytical and problem-solving skills with attention to detail.</li><li>
Ability to coach and mentor peers effectively.</li><li>
Excellent organizational, time management, and multitasking abilities.</li><li>
Ability to work collaboratively in a fast-paced environment while maintaining a positive, professional demeanor.</li><li>
Flexibility to adapt to evolving business needs and process improvements.</li></ul>
Compensation:
<ul><li>Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.</li><li>
This position is also eligible for a discretionary incentive bonus in accordance with company policies.</li></ul>
Ventra Health:
<div>
Equal Employment Opportunity (Applicable only in the US) 
Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions. 
 
Recruitment Agencies 
Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes. 
 
Solicitation of Payment 
Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.</div><div></div><div> 
Attention Candidates 
Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters. 
To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.</div><div></div><div> 
Statement of Accessibility 
Ventra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.</div></div>

Contact Center Team Lead

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