Team Lead

1 week ago

Ayala Alabang, National Capital Region, Philippines Gear Inc. Full time
Introduction

Gear Inc. is seeking a Team Lead for a BPO (Business Process Outsourcing) company. Ideal candidates are able to adapt and are well-known for fast-moving and last-moment change.

Responsibility

  • Manage, inspire, and mentor a group of Process Support Associates (PSA).

  • Hold regular team meetings, evaluate performance, and offer helpful criticism.

  • Manage escalations and challenging situations while advising and supporting PSAs.

  • Make sure that all PSA tasks are completed smoothly and effectively.

  • Keep up with periodic updates and make sure the team follows them.

  • Conduct briefings & process updates to the team to improve their abilities.

  • Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

  • Should make themselves approachable for PSAs.

  • Report any issues or challenges to the reporting manager immediately when needed.

  • Responsible for checking the roster adherence of PSAs and managing shrinkages of the floor.

  • Assisting team members in identifying trends and establishing teams goals.

  • Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Key skills and experience

Education: Bachelors degree preferred.

Experience: 1+ years in Medical Billing, Insurance Claims, or a related field.

Skills:

  • Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.

  • Problem-solving and critical-thinking abilities.

  • Strong team management and leadership abilities.

  • Ability to handle client conversations and multitask.

  • Ability to perform under pressure.

  • Adaptability to fast-paced environments and shift work.

  • Decisiveness and attention to detail.

Language Requirement:

  • English: Fluent or Business Proficient (C1 and up).

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