Deskripsi Pekerjaan
We are seeking a highly motivated and experienced Team Lead to join our operations team in Cebu, supporting a critical US Healthcare account. In this leadership role, you will be responsible for overseeing daily workflow, ensuring operational excellence, and driving team performance to meet strict KPI targets.
As a Team Lead, you will serve as the bridge between upper management and the frontline team. You will mentor agents, conduct performance coaching sessions, and provide constructive feedback to ensure continuous improvement. Your expertise will be vital in maintaining high-quality service standards, resolving complex escalations, and fostering a positive, collaborative work environment.
Join us to make a real impact in the healthcare industry while developing your leadership skills in a dynamic BPO setting.
Tanggung Jawab
- Oversee daily operations for the US Healthcare account, ensuring all workflows are efficient and compliant.
- Coach and mentor team members to improve individual and collective performance metrics.
- Monitor and analyze KPIs, including call handle time, quality scores, and customer satisfaction.
- Conduct regular team meetings and 1-on-1 performance reviews to address development needs.
- Handle complex escalations and ensure client satisfaction is maintained at all times.
- Implement training programs and onboarding support for new hires.
- Collaborate with Quality Assurance to identify trends and areas for process improvement.
Kualifikasi
- Minimum of 2-3 years of experience in a Team Lead or Supervisory role within a BPO or Call Center environment.
- Strong background in US Healthcare, Insurance, or Medical Billing is highly preferred.
- Excellent command of the English language, both verbal and written.
- Proven ability to manage teams, delegate tasks, and resolve conflicts effectively.
- Proficiency in CRM software and call center management tools.
- Strong analytical skills with the ability to interpret data and generate performance reports.
- Bachelor's degree in any field is required.