Team Leader for Healthcare RCM Account
2 weeks ago
Basic Qualifications:
- At least 2nd year college undergraduate with no back subjects
- With at least 2 years of People Management experience preferably with a voice campaign
- Healthcare related experience is an advantage
- Amenable to manage a voice campaign
- Amenable to work onsite in McKinley Hills, Taguig
- Can start ASAP or on April 7
Job Duties:
- Lead and manage a team of call center agents, ensuring that daily tasks are completed efficiently and accurately.
- Monitor individual and team performance metrics such as call handling time, quality scores, and customer satisfaction ratings.
- Work closely with the team to direct the organization of work within the team, including staffing, scheduling, and vacations.
- Provide ongoing coaching, support, and feedback to agents to improve performance and meet quality standards.
- Conduct regular one-on-one meetings with agents to discuss performance, set goals, and address challenges or concerns.
- Identify training needs and collaborate with the training department to implement development plans for underperforming team members.
- Track and analyze team performance using call center software and reporting tools.
- Ensure agents meet individual and team KPIs (Key Performance Indicators), including call handling time, first call resolution, and customer satisfaction.
- Act as the first point of escalation for agents handling difficult or complex issues, providing guidance and resolution support.
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