
Lead - (Healthcare Nightshift)
4 days ago
About the role
We are seeking a dedicated and experienced Lead for our healthcare call centre team working the night shift at our office in Naga City, Camarines Sur. As the Lead, you will play a crucial role in managing and supporting our team of customer service representatives, ensuring exceptional service is provided to our clients throughout the night. This full-time position is an excellent opportunity for a proven leader with strong call centre experience to make a significant impact within our growing organisation.
What you'll be doing
- Providing hands-on leadership and supervision to a team of night shift customer service representatives
- Monitoring call quality, productivity and performance metrics to identify areas for improvement
- Coaching and mentoring team members to develop their skills and enhance the customer experience
- Handling complex customer inquiries and escalations, and providing guidance to your team
- Collaborating with other departments to ensure seamless service delivery
- Implementing process improvements and driving initiatives to enhance operational efficiency
- Fostering a positive, motivating and inclusive work environment for the night shift team
What we're looking for
- Significant experience (3+ years) working in a call centre or customer service environment, with a proven track record of leading and motivating teams
- Strong communication and interpersonal skills, with the ability to effectively liaise with both customers and internal stakeholders
- Excellent problem-solving and decision-making abilities, with the confidence to handle complex customer issues
- Proficiency in data analysis and the use of call centre metrics to drive continuous improvement
- Familiarity with healthcare industry regulations and best practices, or the willingness to quickly learn
- Flexible and adaptable, with the ability to thrive in a fast-paced, dynamic environment
What we offer
At JTSworx', we are committed to providing a supportive and rewarding work environment for our employees. In addition to a competitive salary, we offer a range of benefits including:
- Comprehensive health insurance coverage
- Generous paid time off and holiday leave
- Opportunities for career development and advancement
- Collaborative and inclusive team culture
- Modern, comfortable office facilities with 24/7 access
We value our employees and strive to create an environment where everyone can thrive. If you are passionate about leading a high-performing team and delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
Apply now
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