Job Description

King’s College Hospital Jobs Dubai
King’s College Hospital Dubai is a premier British healthcare institution delivering world-class medical services in the heart of the United Arab Emirates. Established as part of the King’s College Hospital London network, it brings over 180 years of medical excellence and expertise from the UK’s National Health Service (NHS) to the Middle East.

Are you a dynamic leader with a passion for delivering exceptional patient experiences? King’s College Hospital London, Dubai is seeking a Call Centre Lead to oversee the daily operations of our patient contact centre and ensure service excellence across all touchpoints.

Responsibilities

 Key Responsibilities
•     Lead and manage a team of call centre agents, ensuring high performance and adherence to KPIs.
•     Monitor call quality, response times, and patient satisfaction metrics.
•     Develop training programs and provide ongoing coaching to team members.
•     Collaborate with clinical and administrative departments to streamline communication and service delivery.
•     Handle escalations and resolve patient concerns with professionalism and empathy.
•     Generate reports and insights to support continuous improvement.

Qualifications

 Qualifications & Skills
•     Minimum 5 years of experience in a call centre environment, with at least 2 years in a supervisory or lead role.
•     Healthcare experience preferred, especially in hospital or clinic settings.
•     Strong leadership, communication, and problem-solving skills.
•     Proficiency in CRM systems and call centre software.
•     Ability to thrive in a fast-paced, patient-focused environment.