Customer Service Team Leader

Location: Jibla Dental Center

Employment Type: Full-Time

About the Role

Jibla Dental Center is seeking an experienced Customer Service Team Leader to oversee the daily operations of our Customer Service Department. This role is responsible for leading the customer service team, ensuring exceptional patient experiences, optimizing operational efficiency, and achieving departmental KPIs. The ideal candidate is a proactive leader with a strong healthcare background and a passion for service excellence.

Key Responsibilities

• Leadership & Team Management
• Supervise, coach, and support the Customer Service team.
• Conduct daily briefings and ensure appropriate staff coverage.
• Monitor employee performance and provide regular feedback and coaching.
• Assist in recruiting, onboarding, and training new team members.
• Conduct performance evaluations and identify development opportunities.
• Foster a culture of accountability, professionalism, and continuous improvement.

Operations Management

• Oversee the daily workflow of the Customer Service Department.
• Ensure adherence to all customer service policies, SOPs, and quality standards.
• Monitor appointment scheduling efficiency and resource utilization.
• Handle complex patient concerns and service recovery cases.
• Coordinate with clinical, billing, insurance, marketing, and operations departments to ensure a seamless patient journey.
• Identify workflow gaps and implement process improvements.

Performance & Quality

• Monitor departmental KPIs and prepare regular performance reports.
• Analyze trends related to patient complaints, cancellations, no-shows, and customer satisfaction.
• Conduct quality audits on calls, chats, and front office interactions.
• Develop action plans to improve service quality and operational efficiency.
• Ensure compliance with healthcare regulations and organizational policies.

Skills

• Bachelor's degree in Business Administration, Healthcare Management, or a related field.
• Minimum 5 years of experience in healthcare customer service.
• At least 2 years of experience in a supervisory or team leadership role.
• Experience in a hospital, medical center, or dental clinic is highly preferred.
• Strong leadership, coaching, and conflict-resolution skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and healthcare management systems.
• Fluent in English; Arabic is an advantage.