Team Leader

2 months ago


Amman, Jordan MedNet Jordan Co. W.L.L Full time

Your Job

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

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

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

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

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

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

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

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

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

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

Your Profile

· Bachelor’s degree.

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

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

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

· Health Insurance industry/market knowledge.

· Knowledge related to medical terminology would be a plus.

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

· Excellent leadership skills (coaching and development)

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

· Reporting analysis & problem-solving.


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