Team Leader – Healthcare

1 week 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 #J-18808-Ljbffr

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