Team Leader with Healthcare experience

3 weeks ago


Taguig, National Capital Region, Philippines RecruiterPH Full time

Required: Required: 1-2 years of supervisory experienceor 3-4 years of experience as an associate.Excellent knowledge of MS Office and especially 'Excel'.Undergraduate/GraduateSalary: Maximum Basic 45,000 + 2, 000 AllowancePreferred: Min 1 year as Process leader 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.


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