Job description / Role
Our client, a well known medical center in Abu Dhabi, UAE, is urgently looking for a Call Center – Team Leader who will be responsible for a group of 8 – 10 employees in the reception and call center area, ensuring they complete the scheduling process correctly and efficiently. The Team Leader will also be responsible for monitoring agents to ensure that all service levels are met on a daily basis, that all calls are appropriately addressed. As a Team Leader, you will also be responsible for accurate and timely account verification and confirmation of all packages availed by the customers at the time of the call. The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.
Other responsibilities will include but not limited to:
Support agents with difficult calls.
Take calls as well as directs calls to agents who can handle them most efficiently.
Provide agents with the tools they need to process scheduling requests quickly and efficiently.
Monitor call volumes and adjust agent’s schedules to handle heavy call volumes.
Monitor agent activity and report variances to an administrator.
Provide coverage in agent scheduling gaps.
Maintain good working relations with various network departments to ensure the scheduling process flows smoothly.
Ensure data and call quality.
Monitor agent calls and provides feedback.
Foster a team environment.
Ensures team meets quality and network standards.
Ensure that orientation and training standards are continued.
Monitors call volumes and direct staff as needed.
Analyzes Contact Center reporting and reports any areas of concern to Administrator.