Team Lead

1 week ago

Cebu City, Central Visayas, Philippines Wipro Digital Operations and Platforms Full time

Team Leaders are to be able to perform the following but not limited to:


• Effectively monitor performance of personnel and apply sound decision-making in case-to-case scenarios.


• Sound understanding of team/group dynamics, staff coaching and agent discussions


• Implement company policies in accordance to company and client standards


• Able to influence team members to achieve S.M.A.R.T. goals consistent with client/project-specified metrics


• Implement right balance of team discipline and having avenue regarding rewards and recognition (R&R) for team members exemplifying high levels of excellence in work outputs manifested by client satisfaction, sound balanced scorecard, etc.


• Interact with other staff members and / or outside associates; perform telephone and / or computer work for extended periods of time;


• May be required to be on standby and work extended hours in situations deemed necessary by the Director of Healthcare or Account Senior Leadership


• Conducts periodic reviews/touchpoints (daily, weekly, monthly, quarterly) for direct reports. Monitors staff work assignments and makes appropriate adjustments


• Collates and reports MRR statistics and other reports as needed by Operations team


• Other duties as assigned

Qualification/s

  • have completed at least two years in college with minimum 2-3 years experience as Team Leader; or at least 1 year as Assistant Team
  • or Team Officer-in-Charge. Bachelor's degree or college graduate will be highly regarded.


• Possess Excellent English Communication + Presentation skills, both written and verbal


• Possess the "can-do" attitude, coachable, strong commitment to self-improvement and learning while having the positive disposition to withstand challenges for the team and operations as a whole


• Good Interpersonal & people management skills with good problem-solving approach.


• Possess ability innate ability to influence associates/agents to achieve high quality outputs for the collective success of team and account.


• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction - e.g. customer-centricity


• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools


• Expert knowledge of service procedures


• Good analytical skills for MIS, number crunching & reporting to internal & external customers


• Ability to make team performance reports with data and charts, if required by senior management


• Ability to exercise balanced, ethical and fair managerial judgment and perform as a trusted mentor to associates


• Demonstrated Customer Service Skills, Situation handling and leadership skills


• Demonstrated ability in Issue and Conflict Resolution, Stress Management, People Development and Engagement


• Ability to work from designated office for collaborative/interactive fulfillment of duties; concentrate in an open-office 'cubicle' environment; appropriately and directly interact with other staff members and/or outside associates


• Actively participate in department meetings via phone, computer or in person

Nice to have Skills


• Preferably with general to intermediate knowledge of US Healthcare. (nice-to-have)


• Preferably prior experience in client applications/tools e.g. Ring Central, Chart Finder nice-to-have)


• Preferably prior relevant supervisory experience with demonstrated track record of reliability, performance and success areas

Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Management
Contact Center Team Lead (Office-based - Cebu Site)Guest/Client Lead & Executive OperationsDepartment Manager (Leasing/Rental/Tenancy)
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