Team Leader Healthcare in Manila Philippines

Gratitude Inc

1386 Views

19 hours ago

4-5 Year(s)

₱ 45 - ₱ 50K p.m

Manila (Makati, Pasay City, Pasig, Taguig, Mandaluyong, Fairview Quezon City, Diliman quezon city, Bridgetown quezon City, Ayala Alabang Muntinlupa City, NAIA Complex Pasay City)

Job Description

Key Skills

Team Leader Team Lead Recruitment Team lead operation WFM Team Leader operation team leader OPERATIONS TEAM LEADER USRN Team Lead

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Title: Team Leader [Healthcare]

Salary: Maximum Basic 45,000 + 2, 000 Allowance

Location: Taguig

Required: Required: 1-2 years of supervisory experience

or 3-4 years of experience as an associate.

Excellent knowledge of MS Office and especially ‘Excel’.

Undergraduate/Graduate

Preferred: Min 1 year as Process leader/TE

Critical: Good written and verbal communication skills &

team management skills.

Mentoring, motivating skills and Coaching skills

Operational

 Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

Consistently achieves all KPI’s and SLA’s set by the clients with strict adherence to Quality parameters.

 Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers;

ensure an efficient and qualitative operation through effective planning, leading, controlling and

organizing.

 Strong organizational, planning and analytical skills.

 Basic arithmetic and statistical skills for analysis of data and generation of reports.

 Problem solving skills.

 Handles any escalations that an associate is unable to handle, solves process related queries and

handles grievances.

 Listens to calls and coaches the team to enhance performance.

 Monitors the calls/chat taken by the associates and provides them feedback.

 Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

 Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

 Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

 Organizes training program for the associates.

 Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.

 Holds team briefing and de- briefings before and after each shift.

 Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

 Initiates and administers the rewards and recognition program for the team.

 Organizes the monthly team outings in coordination with the associates and the team members.

Role

Manager -Customer Service

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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