
Team Leader for Contact Center
4 days ago
About the Company
We are a global healthcare operations provider delivering high-quality customer service solutions. Our contact center supports healthcare clients with empathy, accuracy, and professionalism.
Role Overview
We are looking for a Team Leader to manage a team of Healthcare Customer Service Representatives in a dynamic contact center environment. This role is ideal for experienced supervisors or senior agents/SMEs who have led teams and are skilled in coaching, monitoring, and performance management.
- Lead and manage a team of customer service representatives
- Monitor and evaluate calls through audits and live listening
- Handle customer escalations and ensure timely resolution
- Conduct coaching sessions and provide structured feedback
- Track team performance and drive KPIs
- Collaborate with quality and operations teams to improve service delivery
Minimum Qualifications
At least 1 year of experience as a Team Leader or Supervisor in a contact center
OR
Senior Agents/SMEs with experience in:Handling teams or mentoring peers
- Managing escalations
- Conducting call audits and monitoring
- Coaching and giving feedback
- Strong leadership and communication skills
- Background in healthcare or customer service is a plus
- Willing to work onsite (Makati, Muntinlupa, Quezon City, Cebu, or Davao)
- Willing to commit to a fixed-term contract of 4 months, with potential for absorption based on performance
What We Offer
- Competitive compensation package
- Completion bonus upon contract end
- Opportunity for absorption based on performance
- Supportive and collaborative work environment
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