Urgent: Team Leader

3 weeks ago

Metro Manila Philippines Omega Healthcare Management Services Inc. Full time

Overview

Job Title: Team Leader Healthcare | Ortigas, Pasig. The Team Leader monitors the call center activities, and performs customer service functions related to patient accounts. Provide recommendations to the management to improve processes. Generates and/or utilizes productivity and other tracking reports. Oversees daily work production and delegates work assignments to staff. Has to serve as a resource to staff and backup to management.

Responsibilities
  • Monitor activities of staff to assess schedule adherence, accuracy, quality, productivity, timeliness and compliance with job requirements, policies and procedures. Report updates to management
  • Provide basic on-the-job training for staff and serve as a resource to address questions related to the policies, processes and procedures
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
  • Conduct performance appraisals monthly
  • Take phone calls as needed for coverage
  • Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with accounts that are challenging to Customer Service Representatives
  • Handle elevated calls and respond to customers
  • Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable compliance requirements
Qualifications
  • Candidate must possess at least a Bachelor2 Degree of any course;
  • At least 1 year(s) of working experience in the related field (healthcare TL) is required for this position
  • Can start ASAP
  • Can work on a night shift schedule
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