Care Center Assistant Manager (New - MCC Helpline Structure)

The Care Centre - Assistant Manager supports the Care Centre - Manager in managing departmental functions, ensuring goals, timelines, and compliance measures are met. This role requires the incumbent to act as the manager-in-charge for all functional purposes in the absence of the Care Centre - Manager.

Claims Evaluation and Support: Collaborates with the Care Centre Manager to provide technical assistance for evaluating complex, high-cost, or escalated claims. Ensures staff meet quality, productivity, and service level targets according to operational measures.

Performance Monitoring: Monitors and audits daily performance to ensure optimal customer service. Assists in supervising team outputs and individual performance.

Key Responsibities

• Team Development: Assesses team performance and supports the development of necessary skill sets to fulfill task requirements. Provides ongoing support and motivation to the team, encouraging professional growth.
• Process Improvement: Identifies procedural inconsistencies, develops recommendations, and implements improvements. Suggests updates in policies and procedures within the department.
• Escalation Management: Provides support to resolve escalated claims queries within the agreed turnaround time. Escalates issues to the Care Centre Manager and implements recommended actions.
• Workload Distribution: Assists in arranging workload distribution and ensuring adequate staffing/resources on a daily and long-term basis, including the hiring process, to ensure optimal customer service.
• MIS System Development: Assists in developing and maintaining an accurate MIS system to review calls and staff performance for quality and compliance. Evaluates statistical reports to monitor trends and proactively manage potential issues.
• Training and Compliance: Suggests training requirements to ensure staff productivity and growth. Assists in establishing and overseeing Care Centre management practices, internal controls, technical training, policies & procedures, and process manuals.
• Change Management: Coordinate and engage in discussions to improve internal systems and processes.
• Team Collaboration: Operates as a team player and develops strong working relationships to ensure open communication across the board.
• Operational Oversight: Assumes complete responsibility of the Care Centre in the absence of the Care Centre Manager. Monitors the department’s performance and service levels, ensures smooth and proper execution of tasks, adherence to SOPs, and takes necessary actions to maintain standards.
• Reporting and Communication: Keeps the Care Centre Manager updated with all reports and relevant information related to workflow and team management. Ensures that all actions taken (on behalf of or in the absence of the Care Centre Manager) are in accordance with operational measures.
  
  

Key Requirements

• Bachelors Degree ; Medical background preferred.
• 2+ years experience in a middle management position in a Call Centre environment; Certifications and training in Insurance / Healthcare will be beneficial.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
• Excellent customer service and support skills.
• Excellent Arabic & English language skills
  
  

What We Offer/benefits

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance

54030 | Operations | Management | Non-Executive | Allianz Partners | Full-Time | Permanent

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow