Team Leader - Customer Service

Your Job

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Define targets for team members and guide them on the expected level of performance.

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Lead, inspire, motivate, communicate information, and facilitate team meetings.

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Support team development through performance review, training, and coaching.

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Conduct call monitoring and audits and provide required guidance and support as and when required.

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Prepare roster arrangements and ensure shifts are allotted to team members fairly and recommend creative solutions to motivate team members.

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Manage the day-to-day Customer Service operations and implement the policies and procedures in an effective manner.

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Handles team escalations and provides them with accurate answers and guidance.

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Proactive approach in handling escalated complaints according to the complaint management policies and procedures.

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Follow up with the designated departments to ensure appropriate approaches were made to resolve customer concerns.

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Provide statistics for weekly / monthly performance reports for management’s review and advice.

Your Profile

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Bachelor’s degree.

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Educational qualifications in a medical-related field will be an added advantage.

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3+ years of experience in contact center team leader and /or supervisory role within the healthcare industry or insurance-related field.

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Computer Literacy (MS Word, MS Excel, MS PowerPoint)

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Health Insurance industry/market knowledge.

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Knowledge related to medical terminology would be a plus.

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Excellent spoken and written communication skills. Arabic will be an added advantage

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Excellent leadership skills (coaching and development)

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People-oriented (Inspire and motivate) & customer-oriented

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Reporting analysis & problem-solving.