Team Leader Spanish Bilingual

2 days ago

Ortigas, Philippines Omega Healthcare Management Services Inc. Full time ₱800,000 - ₱1,200,000 per year

Job Title: Team Leader Healthcare (Spanish Bilingual) | Ortigas, Pasig

The Team Leader monitors the call center activities, and performs customer service functions related to patient accounts. Provide recommendations to the management to improve processes. Generates and/or utilizes productivity and other tracking reports. Oversees daily work production and delegates work assignments to staff. Has to serve as a resource to staff and backup to management.

Primary Duties and Responsibilities:

  • Monitor activities of staff to assess schedule adherence, accuracy, quality, productivity, timeliness and compliance with job requirements, policies and procedures. Report updates to management

  • Provide basic on-the-job training for staff and serve as a resource to address questions related to the policies, processes and procedures

  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques

  • Conduct performance appraisals monthly

  • Take phone calls as needed for coverage

  • Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with accounts that are challenging to Customer Service Representatives

  • Handle elevated calls and respond to customers

  • Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable compliance requirements

Qualifications:

  • Candidate must possess at least a Bachelor's Degree of any course;

  • At least 2 year(s) of working experience in the related field is required for this position

  • Can speak Spanish language

  • Can start ASAP

  • Can work on a night shift schedule

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