Care Center Team Leader
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Key skills for this role
About the Role
Allianz Partners is hiring a Care Center Team Leader to supervise, coach, and develop team members in a call center environment. You will monitor performance, resolve issues, and foster a customer-oriented culture.
Key Skills for This Role
Responsibilities
- Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Coach team members on performance on a regular basis, providing constructive feedback
- Communicate positive and negative feedback, adapting coaching styles to the situation and audience
- Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution
- Develop relationships within supporting business units to help resolve team member issues
- Take end to end ownership of employee issues that require liaison with others
- Use and promote company recognition programs
- Meet or exceed all deadlines for reporting
- Analyze trends and assist in creating action plans
- Demonstrate flexibility by working varying shifts and responding to unanticipated events
- Build a customer oriented focus by providing quality actions and resolutions to concerns and queries
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 and English language skills
- Legally permitted to work in the country of operations
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation
- Excellent customer service and support skills
- Physically fit to carry out duties
Full Job Posting
Role Overview
- The Care Center Team Leader corresponds with the Care Center Assistant Manager by supporting, coaching, developing, and supervising team members.
- Effectively uses tools, runs reports, and demonstrates leadership through fair and consistent application of operations policies.
Key Responsibilities
- Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Coach team members on performance on a regular basis, providing constructive feedback.
- Communicate positive and negative feedback, adapting coaching styles to the situation and audience.
- Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
- Develop relationships within supporting business units to help resolve team member issues.
- Take end to end ownership of employee issues that require liaison with others.
- Use and promote company recognition programs.
- Meet or exceed all deadlines for reporting.
- Analyze trends and assist in creating action plans.
- Demonstrate flexibility by working varying shifts and responding to unanticipated events.
- Build a customer oriented focus by providing quality actions and resolutions to concerns and queries.
Key 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.
- Physically fit to carry out duties.
- Excellent Arabic and 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.
About Allianz Partners
- Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions in international health and life, travel insurance, automotive and assistance.
- Present in 75 countries with 21,100 employees speaking 70 languages.
- Committed to inclusive culture and equal opportunity employment.
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