MedNet Egypt is one of the leading managed care service organizations that caters to healthcare needs. We are looking for a skilled Team Leader – Call Center who will be responsible for supervising, leading, and guiding the team to deliver an exceptional customer experience. The primary focus will be maintaining high service standards, driving team performance, and fostering a positive work environment.
Your Job:
- Support department management by aligning team objectives with organizational goals and recommending improvements in staffing, training, and processes.
- Lead and supervise customer service representatives, providing coaching, guidance, and daily operational support.
- Set and monitor KPIs, goals, productivity, attendance, leave management, and schedule adherence.
- Conduct regular team meetings to communicate updates, address challenges, and provide performance feedback.
- Handle escalations and operational overflow, supporting agents with complex cases and taking calls when required.
- Track and analyze performance metrics such as AHT, First Call Resolution, quality scores, and customer satisfaction to improve outcomes.
- Prepare performance reports and insights for management, recommending action plans and process enhancements.
- Maintain quality standards through call monitoring, coaching, quality assurance initiatives, and compliance with company policies.
- Resolve complex customer issues and complaints, ensuring timely, professional, and SLA-compliant resolutions.
- Drive continuous process improvement by optimizing workflows, collaborating across departments, and participating in customer experience initiatives.
- Develop and grow team capabilities through training, performance evaluations, mentoring, succession planning, and onboarding of new employees.
- Manage customer service operations and governance, including SOP development, policy implementation, complaint escalation management, stakeholder collaboration, and fostering a positive, engaged team environment.
Your Profile
- Minimum of 3-5 years of previous experience in a customer service and/or contact center or call center environment, with a proven track record in a leadership or supervisory role.
- Proficient English verbal and written communication skills.
- Strong problem-solving and critical thinking skills
- Customer focus, Adaptability, and Flexibility
- Service and Product Knowledge
- Time management and multitasking
- Teamwork and Collaboration
- Proficiency in using customer service software and systems.
