Care Center Team Leader

The Care Center - Team Leader correspond with Care Center – Assistant Manager accordingly by supporting, coaching, developing and supervising team members specifically on their concerns, issues, schedules and out-puts. The incumbent will effectively use various tools, running reports, demonstrating leadership through acknowledging the fair and consistent application of operations policies while demonstrating a variety of coaching styles and techniques.

Key responsibilities/What you do: 

• Monitors, identifies and resolves performance/behavior/attendance issues using prescribed performance management techniques.
• Effectively interacts with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
• Coaches team members on their performance on a regular basis.
• Communicates to team members positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Consistently monitors team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.
• Develops relationships within the supporting business units to help resolve issues related to team members.
• Able to take end-to-end ownership of employee issues that require liaison with others.
• Uses and promote Company recognition programs and understands the direct correlation between recognition and retention.
• Meets or exceeds all deadlines for reporting.
• Demonstrates skills at analyzing trends and assist in creating action plans that determine a solution.
• Demonstrates teamwork by supporting and assisting other Team Leaders as necessary.
• Demonstrates NEXtCARE culture through both behavior and attitude.
• Effectively uses business standard oral and written communication skills on a daily basis.
• Uses developed communication skills, participate in staff development efforts, attend calibration sessions, participate in conference calls, etc.
• Demonstrates flexibility by working varying shifts and responding to unanticipated events.
• Analyzes the various parts of call center problems properly and develop logical solutions.
• Builds a customer oriented focus in the call center by providing quality actions and resolutions to their concerns and queries.

AI READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use

Key requirements/What you bring:

• Bachelors Degree ; Medical background (Medical, Paramedical)
• 5+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
• Physically fit to carry out duties.
• Excellent Arabic & English language skills
• Legally permitted to work in the country of operations.
   
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
   
• Excellent customer service and support skills.

How we hire Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.