MetLife

The Team You Will Join 

The Medical Call Center team at MetLife is an integral part of the customer service operations in Egypt, this team is responsible for efficiently handling customer inquiries related to Prior approvals, Network providers, medical claims, E-card and Mobile application, ensuring a seamless experience for clients seeking health insurance services.

The Opportunity 

The Real-Time Management Specialist (RTM) position is crucial for maintaining the team's performance, focusing on workforce management, monitoring real-time operations, and addressing workflow challenges. By ensuring smooth call center operations, the RTM role supports MetLife’s mission of delivering exceptional customer care across Egypt.

As an RTM Supervisor, you will play a pivotal role in optimizing team performance, minimizing delays, achieving Call center metrices and enhancing customer satisfaction. This position is perfect for individuals passionate about problem-solving, efficiency, and making a meaningful impact on service excellence in a global organization.

• Real-Time Monitoring: Tracking call center activities to ensure adherence to schedules, meeting service level agreements (SLAs), and minimizing downtime.
• Workforce Optimization: Adjusting schedules, reallocating resources, and managing queue performance to maintain operational efficiency.
• Data Analysis and Reporting: Analyzing performance metrics, identifying trends, and providing actionable insights to improve processes.
• Issue Resolution: Quickly addressing operational challenges such as system outages, call spikes, or staffing gaps.
• Communication and Coordination: Collaborating with team leads and management to align strategies and address immediate needs.
• Training and Support: Assisting team members with performance tools and ensuring adherence to best practices. These responsibilities are vital to achieving operational excellence and maintaining customer satisfaction in MetLife’s call center operations in Egypt.
• Collaborating: working closely with many stakeholders such as Claims dep., Medical Network dep., IT dep., EB operation dep., Portfolio management team, and HR dep. in an environment where every contribution is respected, and every perspective is heard.

What You Need to Succeed (Required Qualifications)

• Minimum of 5 years' experience in Workforce Management/ Call Center Operations using workforce tools (such as WFM or Real-Time Monitoring platforms), and strong analytical skills.
• Proficiency in using tools like Excel, Call Center software and Workforce Optimization platforms.
• Excellent Management & Communication skills.
• Proactive, Solutions-oriented and Adaptability to handle dynamic environments.
  

What Can Give You an Edge (Additional Skills)

• Knowledge of advanced analytics, reporting software (e.g., Power BI), and experience in process improvement frameworks (Lean or Six Sigma).
• Industry Knowledge: Understanding of the insurance sector or medical claims processes.
• Leadership Skills: Demonstrated ability to lead teams and manage complex projects under pressure.
• These attributes will empower you to deliver exceptional results and contribute to MetLife’s vision of building a confident future for its customers.