Team Leader
1 week ago
As a Team Leader at MedNet Jordan Co. W.L.L, you will be responsible for guiding and motivating team members to achieve their targets and deliver exceptional customer service.
Key Responsibilities:
- Define targets for team members and provide guidance on expected performance levels.
- Lead and inspire team members to deliver high-quality customer service.
- Conduct call monitoring and audits to ensure compliance with policies and procedures.
- Prepare roster arrangements and ensure fair distribution of shifts among team members.
- Manage day-to-day customer service operations and implement policies and procedures effectively.
- Handle team escalations and provide accurate guidance and support.
- Proactively address customer complaints and follow up with designated departments to ensure resolution.
- Provide statistics for weekly/monthly performance reports for management review.
To be successful in this role, you will need:
- Bachelor's degree.
- 3+ years of experience in a contact center team leader or supervisory role within the healthcare industry or insurance-related field.
- Computer literacy (MS Word, MS Excel, MS PowerPoint).
- Health insurance industry/market knowledge.
- Excellent spoken and written communication skills (Arabic is an added advantage).
- Excellent leadership skills (coaching and development).
- People-oriented (inspire and motivate) & customer-oriented.
- Reporting analysis & problem-solving.
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