Pharmacist medical operations team leader

Company Description NEXperience is a CX innovation company that partners with global brands to transform how they engage with their customers. The organization combines top-tier talent, advanced AI, and industry-specific expertise to deliver scalable nearshore solutions in customer support, digital sales, and back-office operations. NEXperience serves sectors such as healthcare, technology, education, and e-commerce, offering HIPAA- and GDPR-compliant services and helping clients significantly reduce operational costs. Based in Egypt and serving international markets, its teams operate around the clock to support fast-growing startups and established enterprises. The company values flexibility, quality, and long-term partnerships focused on building outstanding customer experiences.Role Description This is a full-time, on-site role based in Cairo, Egypt for a Pharmacist Medical Operations Team Leader. The team leader will oversee day-to-day medical operations within customer support and back-office environments, ensuring that all clinical and pharmaceutical information shared with patients and partners is accurate, compliant, and aligned with internal protocols. Responsibilities include supervising a team of pharmacists or medically trained agents, providing coaching and performance feedback, and managing scheduling, workload distribution, and quality targets. The role involves reviewing and approving medical or pharmacy-related interactions, supporting the design and optimization of workflows, and collaborating with operations, quality, and training teams to maintain high service standards. The team leader will also contribute to process improvement initiatives, support implementation of AI-enabled tools, and ensure adherence to regulatory, privacy, and data security requirements.QualificationsLicensed Pharmacist (Bachelor’s degree in Pharmacy or PharmD) with strong knowledge of pharmacology, therapeutics, and medication safety.Experience is Saudi market is a MUSTBPO experiance is a MUSTProven experience in medical operations, hospital or community pharmacy, or clinical support environments, ideally in a contact center, BPO, or healthcare service setting.Demonstrated team leadership experience, including coaching, performance management, shift planning, and workflow coordination.Solid understanding of healthcare compliance, data privacy, and documentation standards; familiarity with HIPAA/GDPR principles is an advantage.Outstanding written and verbal communication skills in English; strong customer-centric mindset and ability to explain complex medical concepts clearly.Comfort working with digital tools, CRM and ticketing systems, and AI-enabled platforms; ability to adapt to new technologies and processes quickly.Strong analytical, problem-solving, and decision-making skills with attention to detail and a focus on quality and patient safety.Ability to work on-site in Cairo, Egypt, in a dynamic, 24/7 operational environment, including potential shift-based schedules.Experience in training, quality assurance, or process improvement within healthcare operations is a plus.