Care Center Team Leader

About the role

The Care Center Team Leader is responsible for guiding and developing a team of care‑center agents, ensuring high‑quality service delivery and adherence to operational policies. Reporting to the Assistant Manager, the role combines performance management, coaching, and cross‑functional collaboration in a fast‑paced medical call‑centre environment.

Key responsibilities

• Monitor, identify, and resolve performance, behavior, and attendance issues using established performance‑management techniques.
• Provide regular coaching and constructive feedback, adapting style to individual needs and situations.
• Maintain open communication, act as an advocate for team members, and build relationships with supporting business units.
• Generate and deliver accurate reports on schedule, performance trends, and team metrics.
• Promote recognition programs and contribute to employee retention initiatives.
• Collaborate with other Team Leaders and support staff development activities, calibration sessions, and conference calls.
• Analyze call‑centre challenges, develop logical solutions, and ensure customer‑oriented resolutions.
• Work flexible shifts and respond to unplanned events, including AI‑driven tools and data‑analytics platforms.

Required profile

• Bachelor’s degree, preferably with a medical or paramedical background.
• Minimum 5 years of experience in a call‑centre or customer‑service setting, preferably within a hospital, TPA, or medical centre.
• Excellent command of Arabic and English, both written and spoken.
• Physically fit to perform job duties.
• Demonstrated ability to lead diverse teams and manage employee issues end‑to‑end.

Required skills