Team Leader - Customer Service

For MedNet Jordan Co. W.L.L.

MedNet Jordan is one of the leading managed care service organizations that caters to healthcare needs. We are currently seeking to hire Team Leader – Customer Service (on Hybrid working modules basis) with the following tasks and responsibilities:

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.