Track Lead
2 days ago
BASIC QUALIFICATIONS:
- Must have at least 4 years of leadership / Team Lead experience in a BPO/call center setting
- At least a high school (old curriculum)/SHS graduate; a college degree is an advantage
- Must be amenable to work onsite
- Good communications
- Can start ASAP (within December)
DUTIES & RESPONSIBILITIES:
- Lead and manage a designated Care operations track, ensuring consistent delivery against KPIs, SLAs, and quality benchmarks
- Drive an exceptional customer/patient experience across voice, email, and chat support channels
- Oversee team performance, including productivity, quality, attendance, and attrition management
- Conduct regular performance evaluations, coaching sessions, and capability-building initiatives to support team development
- Serve as the primary point of contact for internal and external stakeholders for the assigned track
- Ensure full compliance with process guidelines, regulatory requirements, and data privacy standards
RECRUITMENT PROCESS:
- Interview via MS Teams
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