Senior Call Center Team Leader

A propos du poste

Jameela Clinics is looking for an experienced and dynamic Call Center Team Leader to join our growing healthcare team in Alexandria. As a key player in our customer service operations, you will play a crucial role in ensuring excellence in patient interaction and driving team performance to new heights.

Missions principales

• Lead, motivate, and mentor a team of customer service representatives to achieve excellence.
• Monitor and manage key performance indicators (KPIs) to ensure operational efficiency and quality standards.
• Analyze team performance data and implement strategic improvement plans.
• Handle complex customer escalations with professionalism and a solution-oriented mindset.
• Ensure high levels of customer satisfaction and maintain the clinic's reputation for excellence.
• Coordinate with management to optimize call center workflows and processes.

Profil recherché

• Minimum of 3 years of proven experience as a Call Center Team Leader or in a similar supervisory role.
• Demonstrated leadership skills with a track record of managing and developing high-performing teams.
• Strong problem-solving abilities and the capacity to work under pressure in a fast-paced environment.
• Exceptional communication and interpersonal skills.
• Ability to work on-site in Alexandria.

Competences requises

• Fluency in both Arabic and English (written and spoken).
• Expertise in KPI management and performance tracking.
• Advanced conflict resolution and escalation management skills.
• Proficiency in Call Center management software and CRM tools.

Ce que nous offrons

• A dynamic and rapidly growing professional environment.
• The opportunity to make a significant impact within a leading healthcare provider.