Team Lead

3 days ago Be among the first 25 applicants We are opening a Team Lead role for our Subic Bay Location Job Responsibilities Oversee day-to-day activities of CSRs, ensuring productivity, efficiency, and quality of service. Monitor team attendance, punctuality, and adherence to schedules; address attendance issues promptly and in line with company policy. Set clear goals and expectations for the team, aligned with campaign requirements and company objectives. Conduct regular team meetings, coaching, and performance reviews to support development and improvement. Performance & KPI Accountability Ensure team meets or exceeds performance benchmarks (quality scores, service level agreements, productivity targets, customer satisfaction, etc.). Track, analyze, and report on individual and team performance metrics. Identify gaps in performance and implement action plans for improvement. Collaborate with management to implement strategies that enhance team efficiency and results. Operations & Support Serve as a buffer for high-volume periods by providing hands‑on support in handling inquiries or administrative tasks when necessary. Escalate operational, technical, or process‑related issues to the appropriate department. Ensure the team is updated on campaign‑specific protocols, compliance requirements, and best practices. Promote a positive and professional work environment, fostering teamwork, accountability, and continuous learning. Administrative & Reporting Maintain accurate records of attendance, coaching sessions, and disciplinary actions. Prepare and submit regular reports on attendance, performance, and other relevant KPIs to the Senior Team Leads and Operations Manager. Ensure compliance with organizational policies, HIPAA, and other regulations when applicable. Excellent communication and interpersonal abilities. Ability to analyze performance data and drive accountability. Strong organizational and problem‑solving skills. Adaptability and ability to manage multiple campaigns effectively. Knowledge of healthcare regulations and call center operations. Qualifications Minimum of 2–3 years of BPO experience, with at least 1 year in a leadership or supervisory role, preferably in a healthcare account. Proven ability to analyze team performance, implement action plans, and drive accountability to meet targets. Excellent communication and interpersonal skills, with the ability to coach, motivate, and manage diverse teams. Strong organizational and problem‑solving skills; able to prioritize tasks and manage multiple campaigns simultaneously. Working knowledge of healthcare regulations (e.g., HIPAA) and call center operations is required. Demonstrated adaptability in a fast‑paced, dynamic environment. Proficient in MS Office and familiar with CRM or call center tools. Working Conditions Environment: Call center setting involving both administrative supervision and customer interaction. Schedule: Full‑time, night shift or weekend hours based on client needs and demands. Physical Requirements: Prolonged periods of sitting and using a computer; occasional lifting of files or supplies. Job Types Full‑time, Permanent Benefits Health insurance Paid training Transportation service provided Seniority level Mid‑Senior level Employment type Full‑time Job function Marketing and Sales Industries Business Consulting and Services Referrals increase your chances of interviewing at Caring‑One PH by 2x Subic, Central Luzon, Philippines 3 days ago Olongapo, Central Luzon, Philippines 3 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr