Deskripsi Pekerjaan
Join EXL Services as a Team Leader and leverage your healthcare expertise to transform customer experiences! We're urgently seeking dynamic professionals with a nursing or allied sciences background to lead our high-performing customer service teams in Cebu. This is your opportunity to bridge clinical knowledge with exceptional service delivery, driving operational excellence and team development in a fast-paced BPO environment. EXL offers competitive compensation, comprehensive benefits, and a culture that values innovation and growth. If you're passionate about leadership and healthcare, apply now to become part of our award-winning team!
Tanggung Jawab
- Lead, mentor, and motivate a team of 10-15 customer service representatives
- Monitor team performance metrics and implement improvement strategies
- Handle escalated customer inquiries with clinical accuracy and empathy
- Develop and conduct training programs combining healthcare knowledge and service skills
- Ensure compliance with healthcare regulations and company protocols
- Collaborate with cross-functional teams to optimize service delivery
- Generate performance reports and implement corrective actions
Kualifikasi
- Bachelor's degree in Nursing, Pharmacy, Medical Technology, or Allied Sciences
- 2+ years of leadership/supervisory experience in customer service or healthcare
- Strong clinical knowledge with ability to translate complex medical information
- Excellent communication and conflict resolution skills
- Proficiency in CRM systems and Microsoft Office Suite
- Certified in BPO leadership or healthcare customer service preferred
- Ability to work flexible shifts including weekends