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Operations Excellence Lead

2 months ago

Taguig, National Capital Region, Philippines Gratitude Philippines Full time
Job Overview

We are seeking a skilled Operations Excellence Lead to join our team at Gratitude Philippines. This role will be responsible for providing coaching and mentoring to agents to improve their performance and attain key metrics.

In this role, you will ensure that appropriate knowledge tools, techniques, and standards are being utilized to meet customer requirements and needs. You will also perform monitoring and provide feedback to the Management Team and Client, as well as participate in Quality Calibration Sessions with clients and the management team.

The ideal candidate will have two to four years of experience in healthcare account and QA roles, excellent communication skills, and the ability to work on a shifting schedule. They must also be willing to work on-site in Market Market BGCEssential Functions/Responsibilities:
  • Provides coaching and mentoring to agents for them to improve their performance and the attainment of their metrics.
  • Ensures that appropriate knowledge tools, techniques, and standards are being utilized to meet customer requirements and needs.
  • Performs Monitoring and provides feedback to the Management Team and to the Client.
  • Participates and coordinates in Quality Calibration Sessions with the clients and the management team.
  • Adhere to all HIPAA guidelines and policies.
  • Perform other projects and duties as required.

Benefits:
  • Non-taxable allowance: ₱70,000 - ₱80,000 per month (estimated)
  • HMO Coverage upon hire
  • Vacation Leaves up to 24 credits
  • Sick Leave Conversion
  • Group Accident Insurance
  • Applicant Referral
  • Netflix Subscription
  • Additional leave
  • Company Christmas gift
  • Company events
  • Employee discount
  • Health insurance
  • Opportunities for promotion

Schedule:
  • 8 hour shift
  • Afternoon shift
  • Day shift