OverviewThe Team Leader, Contact Center is responsible for overseeing the performance of a team of contact center agents. They provide leadership, coaching and support to their team, and develop plans to achieve the contact center targets. They may be responsible for managing attendance and absenteeism, training staff, allocating duties, and handling problems or queries that require a higher level of authority. They will also review contact center agents performance, and report progress to the contact center manager.Responsibilities

• Adheres to the division's policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
• Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness.
• Participates in meetings and maintains professionalism and confidentiality as per the organization's standard code of conduct.
• Completes personal performance evaluation cycle in a timely manner.
• Ensure that the respective department service levels and turnaround time are always met.
• Mentor and give direction to Call Centre Agents and provide training on best practices.
• Assist management in ensuring performance goals are met.
• Assist Call Centre Agents with difficult cases and escalations.
• Ensuring Call Centre Agents understand and comply with all call center objectives, performance standards, and policies.
• Ensures delivery of excellent patients service through fast and accurate processing of calls, communication, and coordinating with other partners to resolve inquires.
• Monitor queue and track inbound calls.
• Circulate new product information to the agents
• Conduct monthly performance reviews with all contact center agents.
• Conduct ad hoc coaching sessions whenever is necessary.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Ensure that all consumed leave types are captured and submitted in Oracle system.
• Manage the contact center agents absenteeism and take the necessary action in line with Mubadala Health HC policy.
• Anticipate escalation and take over calls when needed.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Be ready during on-call shifts to assist contact center agents.
• Manage the contact center agents appraisal, and Performance Improvement Plan.
• Communicates effectively with team members and maintains good inter-functional liaison to ensure smooth implementation of operational activities.
• Communicates applicable regulatory requirements in a timely and clear manner within the division.
• Maintains a consistent and clear communication with the respective assigned contact center agents.

Qualifications

• Bachelors degree
• 3 years experience in 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.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Fluent in Arabic and English; strong oral and written communication in both languages.
• Proficiency with Microsoft Office suite

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