Job Posting Title Supervisor

Overview One Team. One Mission. GlobalTek BPO Inc. is an in-house BPO company who helps the underserved and at-risk disabled population in their quest to receive all the disability benefits they medically, legally, and ethically qualify for from both government and private entities. We develop medical evidence that helps our clients navigate the complex disability benefits journey to improve their life trajectory. GlobalTek supports our US clients atTrajector, which was founded in 2014 with a handful of employees. In the last 10 years, the company has grown to over 1,800 employees and we continue to expand rapidly. Our mission is to improve the lives of Veterans by providing expert medical consulting services tooptimizetheir disability benefits. We need passionate, dedicated team members toassistin improving the quality of life for our Veterans. Job Overview The Senior Team Lead (Sr. TL) is accountable for team performance, engagement, and operational results. This role drives execution and accountability through daily inspection, coaching, and leadership presence while ensuring a consistent, high-quality client experience that supports business goals. As a Sr. TL, you are responsible for leading a high-volume team of Medical Assistants (MAs) and directly influencing the client’s journey from engagement through payment. You are the first to identify leakage, missed opportunities, and performance risks, driving corrective action, and measurable improvement. You mentor Senior Officers, collaborate across teams, and help implement strategies that strengthen execution, quality, and outcomes. About Our Perks, Compensation, & Benefits Monthly salary package of Php 50,000 to Php 55,000. Paidtime off including Sick Leave* and Vacation Leave*. Mental Health Leave*and Birthday Leave*. HMO Coverage plus 1 free dependent*. Work life balance. Responsibilities Leadership & Oversight Lead and support a high-performing team of MAs, ensuring alignment with operational goals and service standards. Conduct daily morning and end-of-day huddles focused on priorities, obstacles, and outcomes. Meet daily with all Senior Officers to mentor, build leadership capacity, and monitor progress. Be the first to detect and correct workflow leakage, missed client touchpoints, or lapses in process adherence. Maintain ownership of team attendance, performance consistency, and communication quality. Performance Management & Accountability Drive team-level performance improvements across key KPIs (Packet Confirmation %, Self-Notifier %, Engagement %, RDL, Invoice, and Payment). Inspect what you expect—verify daily actions, validate outcomes, and hold agents accountable through documented follow-through. Escalate risks early and drive resolution—not deflection—ensuring leadership visibility and timely intervention. Identify and Monitor underperformers early and implement Success Plans or documented coaching within 72 hours of detection. Ensure coaching drives measurable behavioral change and sustained performance improvement. Coaching, Mentorship & Development Conduct structured 1:1 session bi-weekly for each assigned MA, focusing on quality, engagement, and growth. Provide continuous mentorship to the Senior Officer, transferring skills, reinforcing accountability, and measuring leadership readiness. Support the development of other Team Leads by sharing best practices, piloting initiatives, and modeling leadership behaviors. Facilitate team training, call calibration, and role-play sessions to build consistency and confidence. Operational Excellence Oversee full workflow compliance, ensuring Checklist discussions, Packet follow-ups, and SQA scheduling are executed accurately. Audit engagement loops and client follow-ups to ensure no veteran is left uncontacted or unresolved. Partner cross-functional with Quality Assurance, Training, Client Recovery, Business Analyst and IT to remove barriers and streamline processes. Participate in process pilots and provide operational insights to drive performance scalability. Culture, Values & Leadership Behaviors Lead with urgency, ownership, and integrity—modeling Trajector’s values in every interaction. Foster a culture of accountability, recognition, and continuous improvement. Encourage open communication, proactive problem solving, and team collaboration. Demonstrate consistency in execution and commitment to both client and team success. Results Expectations Success in this role is measured by: Improvement in Packet Confirmation %, Self-Notifier %, Engagement %, and Pay Conversion Reduction in unengaged and stalled clients Documented coaching effectiveness and turnaround of underperforming agents Team retention, engagement, and readiness for next-level development Strong quality adherence and client satisfaction across the MA journey Qualifications Minimum 1–2 years of proven leadership experience in a metrics-driven environment. Strong operational understanding of MA workflows, client engagement stages, and CRM systems (Milo, Zoho). Proven ability to manage high-volume teams while maintaining accuracy, quality, and compliance. Excellent written and verbal communication skills, with strong follow-through and conflict-resolution ability. Analytical mindset with the ability to identify performance gaps, correct leakage, and sustain improvement. Core Competencies Ownership of Outcomes Accountability & Leadership Presence Coaching Depth & Skill Transfer Cross-Team Alignment & Mentorship Operational Discipline & Inspection Client Experience & Engagement Focus EEO Statement GlobalTek PH is an EOE/Veterans/Disabled/LGBTQ employer. #J-18808-Ljbffr