Team Leader, Contact Center
Sharjah, United Arab Emirates
Job Description
OverviewM42 is proud to announce its strategic investment partnership with the UAE Ministry of Defence to operate and manage Zayed Military Hospital in Al Batayeh, Sharjah. This collaboration will bring world-class healthcare services to over three million residents in the UAExe2x80x99s northern regions, including military personnel and their families.M42 will integrate leading healthcare providers such as the Imperial College London Diabetes Centre, Cleveland Clinic Abu Dhabi, and Healthpoint, ensuring access to specialized, precise, and preventative care. M42 is set to officially commence full-scale operations at Zayed Military Hospital, in early 2025.The Team Leader, Contact Center oversees a team of agents, providing leadership, coaching, and support to meet performance targets. Key responsibilities include managing attendance, training staff, assigning tasks, and addressing escalated issues. The role also involves reviewing agent performance and reporting progress to the contact center manager.Responsibilities
- Lead and mentor call center agents to meet service levels and achieve team goals.
- Provide training on best practices to improve agent skills and customer satisfaction.
- Assist agents with challenging cases and handle escalated calls to ensure resolution.
- Review agent performance regularly, offering constructive feedback and support.
- Monitor call queues, track key metrics, and ensure accurate reporting to management.
- Manage attendance, track leave, and handle absences according to company policies.
- Support management in setting and achieving call center targets through data analysis
- Bachelorxe2x80x99s degree
- Experience in a healthcare setting providing appointment scheduling or equivalent work experience in another relevant industry.
- 3 experience of contact center team leader role
- 5 years of working knowledge of call center or any appointment call center background e.g., Insurance, hotel, airline, Telecommunication industry will be considered.
- Fluent in Arabic and English
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Job Detail
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Job IdJD1765053
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSharjah, United Arab Emirates
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EducationNot mentioned