Team Leader – Healthcare

3 weeks ago

Cebu City, Philippines Stark Asia Solutions Inc. Full time

Job Description

On-site - Cebu 3-5 Yrs Exp Bachelor Full-time

We are seeking a highly motivated and experienced Team Leader to manage a team of call center associates supporting US-based healthcare clients. This role requires strong leadership, performance management, and analytical skills to drive team success in a fast-paced, metrics-driven environment.

Key Responsibilities:
  • Lead, manage, and mentor a team of 18–20 call center associates handling voice and/or non-voice healthcare-related processes
  • Monitor team performance and deliver feedback through call monitoring, quality checks, and one-on-one coaching
  • Ensure performance targets and quality standards are met consistently
  • Analyze daily, weekly, and monthly reports to track team metrics, quality scores, and operational KPIs
  • Create and maintain detailed documentation, dashboards, and performance trackers
  • Coordinate with stakeholders and cross-functional teams located in the US, India, and other geographies
  • Facilitate team meetings, training sessions, and calibration calls to maintain high service standards
  • Handle escalations and complex issues with a customer-first mindset
  • Maintain updated knowledge of client processes, tools, and US healthcare regulations
  • Implement performance improvement plans and drive employee engagement initiatives
  • Manage staffing, scheduling, and adherence to operational procedures
  • Assist in budgeting, forecasting, and resource planning when required
Required Skills & Experience:
  • Bachelor’s degree or equivalent (mandatory)
  • At least 2 years of experience as a Team Leader in a contact center environment (voice or non-voice) handling US-based projects
  • Preferably with experience in US Healthcare domain
  • Strong coaching, mentoring, and people development skills
  • Proven ability to manage performance using quality tools and metrics
  • Analytical mindset with excellent problem-solving and decision-making skills
  • High proficiency in MS Office (Excel, Word, Outlook); MS Access knowledge is a plus
  • Familiarity with QC tools and contact center software
  • Experience in reporting, performance evaluation, and budgeting processes
  • Effective verbal and written communication skills
  • Comfortable working across time zones and coordinating with remote teams
  • Adaptability to changing priorities and dynamic work environments
  • Customer-centric mindset with a strong focus on results and quality
  • Positive, patient, and self-motivated leader with a passion for excellence
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