Call Canter Team Leader

Job Description

MedValley S.A.E., a leading Medical Practice, is seeking a motivated and dedicated Call Center Representative to join our team. In this role, the successful candidate will be responsible for providing exceptional customer service to our patients and prospective clients

Position Overview:

As the Call Center Team Leader, you will play a crucial role in managing and guiding our call center representatives to ensure the delivery of outstanding customer service. You will be responsible for overseeing daily operations, monitoring performance metrics, and fostering a positive and productive work environment. Your leadership and coaching skills will be essential in motivating the team to achieve performance targets and maintain exceptional service standards.

Responsibilities:

1. Supervise and lead a team of call center representatives, providing coaching, training, and guidance to enhance their skills and performance.

2. Monitor and evaluate team members’ calls to ensure quality service and adherence to company guidelines.

3. Set performance targets and Key Performance Indicators (KPIs) for the team, regularly reviewing and analyzing their performance against these goals.

4. Conduct regular team meetings to discuss performance, provide feedback, and address any challenges or concerns.

5. Develop action plans and improvement strategies to enhance call center efficiency and effectiveness.

6. Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.

7. Collaborate with other departments to address customer inquiries, cross-functional projects, and process improvements.

8. Maintain accurate records of team performance, attendance, and other relevant data.

9. Assist in recruiting, hiring, and onboarding new call center representatives.

10. Stay updated with industry trends and best practices to continuously improve call center operations.

Requirements: