Care center Team Leader

We are Allianz Partners. The leader in assistance and insurance solutions in
the areas of international health, assistance, automotive and travel
insurance. Allianz Partners is a global family of over ‎19,000 employees across
‎78 countries. This role is in the International Health part of the business,
which has a number of well-known customer facing brands such as Allianz Care,
Nextcare and Medi24.

The International Health line of business provides international health, life
and disability insurance and services, reinsurance and administration services
to a wide range of customers. These include multinational companies,
intergovernmental organisations (IGOs), non-governmental organisations (NGOs),
private individuals, families and students. Our mission is to ensure that
customers have access to quality healthcare through our support, care and
commitment to go the extra mile. We are a truly global health partner for our
customers, ensuring fast and simple access to the best advice, treatment and
value for our customer.

Main Tasks:

• Monitors, identifies and resolves performance/behavior/attendance issues using prescribed performance management techniques.


• Effectively interacts with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.


• Coaches team members on their performance on a regular basis.


• Communicates to team members positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.


• Consistently monitors team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.


• Develops relationships within the supporting business units to help resolve issues related to team members.


• Able to take end-to-end ownership of employee issues that require liaison with others.


• Uses and promote Company recognition programs and understands the direct correlation between recognition and retention.


• Meets or exceeds all deadlines for reporting.


• Demonstrates skills at analyzing trends and assist in creating action plans that determine a solution.


• Demonstrates teamwork by supporting and assisting other Team Leaders as necessary.


• Demonstrates NEXtCARE culture through both behavior and attitude.


• Effectively uses business standard oral and written communication skills on a daily basis.


• Uses developed communication skills, participate in staff development efforts, attend calibration sessions, participate in conference calls, etc.


• Demonstrates flexibility by working varying shifts and responding to unanticipated events.


• Analyzes the various parts of call center problems properly and develop logical solutions.


• Builds a customer oriented focus in the call center by providing quality actions and resolutions to their concerns and queries.


• Follow communication/update expectations :


• Delivers feedback with clients, in accordance with the NEXtCARE policies, scheme or agreed time frames set.


• Maintains phone skills while applying knowledge to day-to-day project experiences Answer inbound calls as well as assist customers who have specific inquiries .


• Documents details of telephone conversation and actions take.


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  Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments.
  Main Requirments :

  
  


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  Bachelors Degree ; Medical background preferred.

  
  


• ‎2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.


• Legally permitted to work in the country of operations.


• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

Job Level:
Professional
Location:
EG
Available until:
‎15/‎05/‎2023
Area of Expertise:
Customer Services & Claims
Unit:
Allianz Partners
Employing Entity:
Nextcare Egypt
Job Type:
Full-Time
Remote Job:
Hybrid working
Employment Type:
Permanent
ID:
‎25052