Overview
Call Center Team Leader Jobs in Abu Dhabi at Dr Firas Dental & Orthodontic Center
Job Description
We are looking for an experienced and highly motivated Call Center Team Leader to join our team.
The Call Center Team Leader will supervise and coach the Call Center team, monitor performance and service quality, manage patient escalations, and ensure achievement of Call Center KPIs. This is a centralized role supporting all FDOC branches, with the objective of maintaining consistent patient communication and service standards across the organization.
Key Responsibilities
Team Leadership & People Management
- Supervise, coach, and manage the daily performance of Call Center Agents.
- Conduct interviews and participate in the selection of new Call Center candidates.
- Conduct onboarding and training for new team members.
- Provide regular coaching and feedback to improve performance and service quality.
- Maintain shift and replacement coverage to ensure adequate staffing.
- Provide coverage for Patient Quality Analyst responsibilities when required.
Call Center Performance & Quality
- Monitor Call Center KPIs, including inbound/outbound call volume, response time, and conversion.
- Conduct call quality monitoring and audits and provide structured feedback.
- Prepare daily and monthly performance reports.
- Identify recurring issues and recommend corrective actions and process improvements.
- Ensure service standards are achieved for call answering, booking conversion, and patient satisfaction.
Patient Relations & Escalations
- Handle patient complaints escalated by Call Center Agents.
- Coordinate branch referrals.
- Handle insurance approval cancellations in coordination with relevant teams.
- Oversee appointment scheduling, rescheduling, and confirmation.
- Ensure patient and appointment information is accurately maintained.
Communication Channels
- Oversee Helpdesk email inquiries.
- Monitor and respond to WhatsApp patient inquiries outside designated Agent working hours.
- Ensure calls, email, and WhatsApp communications meet service standards.
Cross-Department & Multi-Branch Support
- Support appointment schedule/slot management as directed by management.
- Prepare and maintain shift/duty schedules for other departments when assigned.
- Provide training support to other departments regarding relevant system or process updates.
- Create and track KPIs for other departments and branches when assigned.
Requirements
Essential
- Bachelor’s Degree.
- 7–10 years of progressive Call Center experience, preferably within a dental/healthcare environment.
- Minimum 2 years of experience as a Senior Agent or Team Leader.
- Fluent in Arabic and English.
- Proven experience supervising, coaching, and managing a team.
- Experience using a patient record system or Hospital Information System.
- Good experience using telephone systems.
- Strong organizational, communication, interpersonal, time-management, and leadership skills.
- Professional attitude with strong learning ability.
- Strong attention to detail and critical-thinking skills.
Desirable
- Experience in a dental and orthodontic center.
- Master’s Degree.
- Knowledge of additional languages.
- Knowledge of DOK32.
- Prior leadership or supervisory training.
Key Competencies
The successful candidate should demonstrate:
- Strong leadership and team-management skills.
- Excellent listening and communication skills.
- Patient-focused attitude with compassion and empathy.
- Strong organizational and time-management abilities.
- Attention to detail.
- Critical-thinking and problem-solving skills.
- Ability to coach, motivate, and hold team members accountable for service standards.
Confidentiality & Data Protection
The successful candidate will be required to maintain strict confidentiality of patient, medical, and employee information and comply with applicable clinic policies, ADHICS requirements, and UAE data protection requirements.
Experience Required: 7–10 years
Language Requirement: Arabic and English – mandatory
How to Apply: Please submit your updated CV through Indeed. Shortlisted candidates will be contacted for an interview.
Work Location: In person
Title: Call Center Team Leader
Company: Dr Firas Dental & Orthodontic Center
Location: Abu Dhabi
