Deskripsi Pekerjaan
Are you a seasoned BPO professional with a passion for healthcare excellence and team development? HGS Offshore Staffing Solutions is looking for a dynamic Team Leader to oversee our high-performing healthcare account in Cebu City.
In this pivotal role, you will be the driving force behind our operations, ensuring that our team delivers world-class service while meeting rigorous healthcare compliance and performance standards. You will inspire, mentor, and coach a group of talented agents, fostering a culture of growth, empathy, and professional integrity. If you are a natural leader who thrives in a fast-paced environment and wants to make a tangible impact on patient and client outcomes, we want to hear from you.
We provide a collaborative work environment, competitive compensation, and clear pathways for career advancement within our global network. Join us and take the next significant step in your leadership journey.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives within a healthcare-focused account.
- Monitor team performance against Key Performance Indicators (KPIs) such as AHT, CSAT, QA scores, and occupancy.
- Conduct regular coaching sessions and provide constructive feedback to drive continuous improvement.
- Ensure full adherence to HIPAA regulations and other healthcare data privacy standards.
- Manage attendance, scheduling, and floor operations to ensure seamless service delivery.
- Collaborate with Quality Assurance and Training departments to identify skill gaps and implement development plans.
- Prepare comprehensive performance reports for senior management, highlighting trends and action items.
Kualifikasi
- At least 2 years of experience as a Team Leader in a BPO setting, specifically managing Healthcare accounts.
- Proficient understanding of healthcare industry processes and medical terminology.
- Strong background in performance management and team development techniques.
- Excellent communication skills in English, both verbal and written.
- Proven ability to analyze data, identify trends, and implement strategic solutions.
- Knowledge of HIPAA compliance and medical data handling is strictly required.
- Ability to work flexible shifts, including weekends or night shifts as required by account needs.
- Graduate of any 4-year degree program or equivalent experience.