Assistant Manager Customer Service

About the role

MedNet Egypt is seeking an Assistant Manager Customer Service to lead the day‑to‑day operations of its healthcare call centre. You will ensure timely, accurate, and high‑quality support for both healthcare providers and insured members while driving performance and continuous improvement.

Key responsibilities

• Oversee daily end‑to‑end call centre operations across provider and member portfolios, ensuring adequate staffing, queue management and optimal resource utilisation in partnership with Workforce Management.
• Monitor call volumes, workloads, response times, backlogs and queue performance to maintain smooth operations.
• Ensure compliance with Service Level Agreements (SLAs) and internal KPIs, analysing trends in call volume, productivity, AHT, abandonment and service level performance.
• Act as senior escalation point for complex or high‑risk provider and member cases, coordinating resolution with internal stakeholders.
• Supervise, coach and develop Team Leaders and agents, conducting performance reviews and identifying training needs.
• Maintain consistent, high‑quality customer experience across all contact channels and address quality gaps through targeted coaching.
• Identify operational inefficiencies and lead process optimisation initiatives to enhance productivity, accuracy and satisfaction.
• Prepare regular operational performance reports, analyse data for trends and risks, and provide actionable recommendations.

Required profile

• Bachelor’s degree in business administration or equivalent; medical background or qualification is a plus.
• Proven experience managing call centre or customer service operations, preferably within the healthcare sector.
• Strong analytical abilities to monitor KPIs, SLAs and performance trends.
• Excellent communication, escalation handling and stakeholder coordination skills.

Required skills

• Call centre operations management
• Workforce Management coordination
• Performance analysis and reporting
• Process improvement and continuous improvement methodologies