Team Leader for Healthcare RCM Account

2 weeks ago


Manila, National Capital Region, Philippines Cognizant Technology Solutions Philippines Inc. Full time

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:

  1. Lead and manage a team of call center agents, ensuring that daily tasks are completed efficiently and accurately.
  2. Monitor individual and team performance metrics such as call handling time, quality scores, and customer satisfaction ratings.
  3. Work closely with the team to direct the organization of work within the team, including staffing, scheduling, and vacations.
  4. Provide ongoing coaching, support, and feedback to agents to improve performance and meet quality standards.
  5. Conduct regular one-on-one meetings with agents to discuss performance, set goals, and address challenges or concerns.
  6. Identify training needs and collaborate with the training department to implement development plans for underperforming team members.
  7. Track and analyze team performance using call center software and reporting tools.
  8. Ensure agents meet individual and team KPIs (Key Performance Indicators), including call handling time, first call resolution, and customer satisfaction.
  9. Act as the first point of escalation for agents handling difficult or complex issues, providing guidance and resolution support.
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