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Team Lead

2 weeks ago

Cebu, Philippines TASQ Staffing Solutions Full time

QUALIFICATIONS:

    • College graduates with 2 to 3 years of total work experience with minimum 2 years as TL in a Contact Center (Healthcare account)
    • Well versed in a Healthcare account (US benefits)
    • Knowledge: Conflict/Complaints management, HIPAA

What you'll be doing

  • Supervise and lead a team of representatives, providing coaching, mentoring and performance management to drive continuous improvement
  • Monitor team performance, identify areas for improvement and implement strategies to enhance productivity and efficiency
  • Collaborate with the wider customer service team to address escalated customer inquiries and resolve complex issues
  • Analyze and report on team and individual performance metrics to inform decision-making and process optimization
  • Contribute to the development and implementation of training programs to upskill team members
  • Foster a positive, customer-centric team culture and ensure adherence to company policies and procedures.