Healthcare Team Leader

4 weeks ago

Cebu City, Philippines Firstsource Full time

Talent Acquisition Manager at Firstsource Ltd · Leadership Recruiting · High-volume Recruiting Department : Operations Location : Cebu, PH Report to : Manager Role Summary The Team Leader is responsible for managing a team of 12–20 customer service associates, ensuring consistent achievement of client-defined KPIs and SLAs. The role requires strong leadership, people management, and operational execution skills, with a focus on quality, efficiency, and team engagement. Key Responsibilities Lead and motivate a team of 12–20 customer service associates to meet and exceed SLAs and performance targets. Ensure strict adherence to quality parameters and consistent achievement of KPIs. Conduct floor walks for a minimum of 5.5 hours daily to monitor, supervise, and guide associate performance. Provide hands‑on support and guidance to associates, addressing escalations and process‑related queries. Coach and mentor team members through call/chat monitoring and real‑time feedback. Interact with the Quality team to review performance and align with quality goals. Conduct timely performance appraisals and provide developmental feedback (by the 7th of each month). Manage daily operations including scheduling, break management, overtime, and workflow prioritization. Develop and implement strategies to minimize attrition and absenteeism. Organize and deliver training sessions to support skill development. Coordinate with HR, Admin, and other departments to resolve policy, compliance, and support‑related matters. Hold daily pre‑shift and post‑shift briefings to align team goals and expectations. Conduct weekly team meetings to update associates on process changes, quality metrics, and SLAs. Manage and implement rewards and recognition programs to boost morale and performance. Plan and coordinate monthly team outings and engagement activities. Key Performance Indicators (KPIs) Team SLA and KPI achievement Quality scores and customer satisfaction Attrition and absenteeism rates Timely completion of appraisals and feedback Coaching effectiveness and team development Associate engagement and morale Experience & Qualifications Required: 1–2 years of supervisory experience, preferably in a healthcare campaign. Proficiency in MS Office, especially Microsoft Excel. Critical Skills: Excellent written and verbal communication skills. Strong team management, mentoring, and coaching abilities. Effective problem‑solving and analytical skills. Ability to motivate and engage team members. Strong organizational and planning skills. Basic arithmetic and statistical skills for data analysis and report generation. Seniority level : Mid‑Senior level Employment type : Full‑time Job function : Customer Service Industries : Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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