Call Center Team Lead

1 week ago


Dubai, Dubai, United Arab Emirates Michael Page International (UAE) Full time

About Our Client

Our client is a leading veterinary clinic group with a strong presence in the UAE.

Job Description

Key Responsibilities
  • Team Management: Lead and manage a team of customer service agents and receptionists, ensuring seamless operations across multiple locations.
  • Onboarding & Training: Develop and implement comprehensive onboarding programs for new hires, focusing on customer service standards, sales techniques, and quality control measures.
  • KPI Setting & Monitoring: Establish and track key performance indicators for customer service, call center, and receptionist teams, with a strong emphasis on target setting and meeting sales goals.
  • Problem Solving: Serve as the primary point of escalation for customer service issues, providing prompt, effective, and professional solutions.
  • Sales Focus: Utilize sales expertise to drive upselling efforts, ensuring the team converts leads into appointments efficiently.
  • Campaign Support: Assist with marketing campaigns to optimize their performance, ensuring alignment with customer service objectives.
  • Quality Control: Ensure that all customer interactions are handled professionally, with a focus on lead closure and appointment setting.
  • Reporting: Provide regular performance reports to senior management, highlighting successes and areas for improvement.
Requirements
  • Nursing Background with Sales or Call Center Experience: A nurse with experience in patient care and understanding of medical environments, combined with sales or call center experience, is essential.
  • Leadership Skills: Proven ability to lead and develop teams, with a history of meeting and exceeding KPIs.
  • Problem Solving: Strong problem-solving skills, with the ability to remain calm and focused under pressure.
  • Communication: Excellent verbal and written communication skills, capable of conveying instructions clearly and effectively.
  • Customer Focus: A deep commitment to delivering exceptional customer service in a fast-paced environment.
What's on Offer

A competitive salary, medical insurance, and flight tickets are offered to the successful candidate.



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