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Team Lead

2 weeks ago

Ayala Alabang, National Capital Region, Philippines Gear Inc Full time $104,000 - $130,878 per year
Introduction

Gear Inc. is seeking a Team Lead for a BPO (Business Process Outsourcing) company. Ideal candidates are able to adapt and are well-known for fast-moving and last-moment change.

Responsibility

Manage, inspire, and mentor a group of Process Support Associates (PSA).

Hold regular team meetings, evaluate performance, and offer helpful criticism.

Manage escalations and challenging situations while advising and supporting PSAs.

Make sure that all PSA tasks are completed smoothly and effectively.

Keep up with periodic updates and make sure the team follows them.

Conduct briefings & process updates to the team to improve their abilities.

Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Should make themselves approachable for PSAs.

Report any issues or challenges to the reporting manager immediately when needed.

Responsible for checking the roster adherence of PSAs and managing shrinkages of the floor.

Assisting team members in identifying trends and establishing teams goals.

Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Key skills and experience

Education: Bachelors degree preferred.

Experience: 1+ years in Medical Billing, Insurance Claims, or a related field.

Skills:

Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.

Problem-solving and critical-thinking abilities.

Strong team management and leadership abilities.

Ability to handle client conversations and multitask.

Ability to perform under pressure.

Adaptability to fast-paced environments and shift work.

Decisiveness and attention to detail.

Language Requirement:

English: Fluent or Business Proficient (C1 and up).