MedNet Egypt is one of the leading managed care service organizations that caters to healthcare needs. We are looking for a skilled Customer Service Assistant Managerwho will be responsible for managing and overseeing the day‑to‑day operations of the customer service call centre, ensuring timely, accurate, and high‑quality support to healthcare providers and insured members.Your JobCall Centre & Operational ManagementOversee daily end‑to‑end call centre operations across all portfolios (providers and members).Ensure adequate staffing, queue management, and optimal resource utilisation in collaboration with Workforce Management (WFM).Monitor call volumes, workloads, response times, backlogs, and queue performance to ensure smooth operations.Maintain consistent service delivery aligned with approved policies, procedures, and regulatory guidelines.Service Level & Performance ManagementEnsure continuous compliance with agreed Service Level Agreements (SLAs) and internal KPIs.Analyse trends in call volumes, productivity, AHT, abandonment, and service level performance.Implement corrective actions and recovery plans when performance gaps are identified.Escalation & Issue ResolutionAct as a senior escalation point for complex, high‑risk, or sensitive provider and member cases.Ensure escalated complaints and issues are resolved effectively within defined timelines.Coordinate with internal stakeholders and departments to achieve timely and satisfactory resolution.Review recurring escalations to identify root causes and systemic improvement opportunities.Team Leadership, Supervision & DevelopmentSupervise, coach, and support Team Leaders and call centre agents to drive performance and engagement.Conduct performance reviews, feedback sessions, and coaching interventions as required.Identify training needs and work with Training and Quality teams to address knowledge or skills gaps.Customer Experience & Quality AssuranceEnsure delivery of consistent, high‑quality customer experience across all contact channels.Address quality gaps through targeted coaching, action plans, and process enhancements.Process Improvement & Continuous ImprovementIdentify operational inefficiencies, process gaps, and opportunities to enhance service quality.Lead and support process optimization initiatives focused on productivity, accuracy, and customer satisfaction.Collaborate with stakeholders to implement system, workflow, or policy improvements.Reporting & Operational InsightsPrepare and review regular operational performance reports for management and support data‑driven decision‑making and continuous monitoring of operational KPIs.Analyse call centre data to identify trends, risks, and improvement opportunities and provide actionable insights, recommendations, and performance improvement plans.Your ProfileBachelor’s degree in business administration and/or any equivalent; additional certifications or education in customer service are a plus.Medical qualification/background.2-3 years’ proven experience in a customer service role, preferably in a contact center or call center environment.Experience in the insurance and healthcare industry is a plus.Excellent verbal and written English communication skillsStrong leadership, coaching, and people‑management capabilityAnalytical mindset with strong reporting and data interpretation skillsStrong problem‑solving and decision‑making abilitiesProficiency in CRM, call center systems, and Microsoft Office toolsFlexibility to work shift‑based schedules, including weekends and holidays