Care Center Team Leader
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Key skills for this role
About the Role
Nextcare is seeking a Care Center Team Leader to supervise, coach, and develop team members in a call center environment. The role requires a Bachelor's degree, medical background, 5+ years of call center/customer service experience, and fluency in Arabic and English.
Key Skills for This Role
Responsibilities
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Coach team members on their performance on a regular basis
- Communicate positive and negative feedback, adapting coaching styles
- Consistently monitor team to proactively identify potential problems
- Develop relationships within supporting business units to help resolve issues
- Use and promote Company recognition programs
- Meet or exceed all deadlines for reporting
- Analyze trends and assist in creating action plans
Requirements
- Bachelor's Degree; Medical background (Medical, Paramedical)
- 5+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus
- Excellent Arabic & English language skills
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation
- Excellent customer service and support skills
Full Job Posting
Job Overview
- The Care Center Team Leader corresponds with Care Center – Assistant Manager by supporting, coaching, developing and supervising team members.
- Full time position at Nextcare in Dubai.
Key Responsibilities
- Monitors, identifies and resolves performance/behavior/attendance issues using prescribed performance management techniques.
- Effectively interacts with team members that have diverse backgrounds and temperaments.
- Coaches team members on their performance on a regular basis.
- Communicates to team members positive as well as negative feedback, adapting coaching styles.
- Consistently monitors team to proactively identify potential problems.
- Develops relationships within the supporting business units to help resolve issues.
- Able to take end to end ownership of employee issues.
- Uses and promote Company recognition programs.
- Meets or exceeds all deadlines for reporting.
- Demonstrates skills at analyzing trends and assist in creating action plans.
- Demonstrates teamwork by supporting and assisting other Team Leaders.
- Demonstrates flexibility by working varying shifts.
Key Requirements
- 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.
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