Care Center Team Leader

About the role

The Care Center Team Leader supports the Assistant Manager by coaching, developing and supervising a diverse team of call‑center agents. The role focuses on performance management, issue resolution, and ensuring consistent application of operational policies while fostering a customer‑oriented culture.

Key responsibilities

• Monitor, identify and resolve performance, behavior and attendance issues using prescribed management techniques.
• Provide regular coaching and constructive feedback to team members, adapting style to individual needs.
• Maintain open communication, act as an advocate for staff, and build relationships with supporting business units.
• Own end‑to‑end employee issues, liaise with relevant parties, and promote recognition programs.
• Meet reporting deadlines, analyze trends, and develop action plans.
• Support other Team Leaders, demonstrate NEXtCARE culture, and ensure flexibility across varying shifts.
• Analyze call‑center problems, develop logical solutions, and deliver quality resolutions to customer inquiries.
• Work effectively in an AI‑enabled environment, adhering to data governance and ethical standards.

Required profile

• Bachelor’s degree, preferably with a medical or paramedical background.
• Minimum 5 years of experience in a call‑center or customer‑service environment; exposure to TPA hospitals or medical centers is a plus.
• Physically fit to perform job duties.
• Excellent command of both Arabic and English.

Required skills