Ops Healthcare Team Leader

Team Leader is required to oversee the day-to-day operational activities of production teams reporting directly to him/her. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA’s and KPI’s while aiming for maximum efficiency and cost-effectiveness.

Minimum Qualifications:

• Bachelor’s degree or equivalent is mandatory
• Should have at least 2 years’ experience as Team Lead in a contact center environment handling
• Voice or non-voice projects for US based client
• Experience in US Healthcare preferred
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Manage a team size of 18-20 call center associates
• A solid understanding of data crunching, eye for details and meticulous with documentation.
• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is preferred.
• Knowledge of QC tools is mandatory
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.
• Strong interest in working with large data sets and various databases to create daily reports and dashboards
• Comfort in working with team members that are remote and located in the US, India or other geographies.
• Self-motivated and should have a drive to succeed
• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient.

Job Types: Full-time, Permanent

Pay: Up to Php60,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training

Schedule:

• 8 hour shift
• Night shift
• Rotational shift

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Application Question(s):

• Total BPO international voice experience:
• Total Team lead experience in BPO international voice set-up:
• Do you have any experience as a Team Lead handling healthcare account in BPO International set-up?
• Unemployed?

Education:

• Bachelor's (Required)

Experience:

• Team leader: 2 years (Required)

Language:

• English (Required)

Location:

• Cebu City (Required)

Willingness to travel:

• 100% (Required)

Work Location: In person