Team Leader – Home Care Account

1 week ago

Pampanga Philippines The Boss System Full time

Key Responsibilities: Supervise and support a team of agents handling the home care account. Monitor daily agent activities to ensure adherence to schedules, quality standards, and productivity targets. Provide guidance, coaching, and real-time feedback to agents to improve performance. Handle escalations and assist agents with complex issues or concerns. Conduct regular performance reviews and one-on-one sessions with team members. Coordinate with internal departments (HR, Training, QA) to address performance or behavioral issues. Ensure accurate and timely reporting of metrics, attendance, and team updates to the Operations Manager. Promote accountability, professionalism, and a culture of continuous improvement. Assist with onboarding and training of new team members. Willing to temporarily cover agent duties/shifts in the event of absences or call-offs to ensure no disruption in service. Act as the primary point of contact between frontline agents and leadership during the shift. Qualifications: At least 2 years of experience in a BPO or healthcare support environment; 1 year in a team lead or supervisory role preferred. Experience handling a homecare, healthcare, or staffing-related account is a strong advantage. Excellent leadership and interpersonal skills. Strong communication and problem-solving abilities. Proficient in coaching, conducting one-on-one sessions, and preparing performance or productivity reports. Proficient in using productivity tools and monitoring platforms (e.g., Google Workspace, MS Office, CRM systems). Organized, reliable, and capable of making decisions under pressure. Willing to work onsite full-time and step in to assist with operations when needed. Job Type: Full-time Benefits: Company events Free parking Health insurance Staff meals provided Transportation service provided Work Location: In person #J-18808-Ljbffr

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