Healthcare Team Leader

5 hours ago

Taguig, National Capital Region, Philippines Firstsource Full time
Overview

Talent Acquisition Manager at Firstsource Ltd · Leadership Recruiting · High-volume Recruiting

Responsibilities
  • Lead a team of 12-20 customer service associates and motivate them to achieve the team's SLA.
  • Consistently achieve all KPIs and SLAs set by the clients with strict adherence to quality parameters.
  • Conduct floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate responses to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
  • Utilize strong organizational, planning and analytical skills; perform basic arithmetic and statistical analysis for data-driven reporting.
  • Handle escalations, resolve process-related queries, and address grievances.
  • Listen to calls and coach the team to enhance performance; monitor calls/chats and provide feedback.
  • Interact with the quality team to obtain feedback on team performance and quality scores.
  • Conduct monthly appraisals and provide feedback by the 7th of each month.
  • Prioritize and assign work, initiate corrective measures for day-to-day issues including scheduling, overtime, and break management as needed.
  • Devise strategies to minimize attrition and absenteeism; organize training programs for associates.
  • Collaborate with HR and Administration to resolve issues related to policies, statutory compliances and administrative requirements.
  • Hold team briefings and debriefings before and after each shift; organize weekly team meetings to discuss process changes, quality issues and KPI progress.
  • Initiate and administer rewards and recognition programs; coordinate monthly team outings.
Qualifications
  • Experience: 1-2 years of supervisory experience in healthcare campaigns.
  • Excellent knowledge of MS Office, especially Excel.
  • Education: Undergraduate or Graduate degree.
  • Preferred: Minimum 1 year as Process Leader/TE.
  • Core skills: Good written and verbal communication, team management, mentoring, motivation, and coaching.
Seniorities & Employment
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Health Care Provider
  • Industries: Outsourcing and Offshoring Consulting

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