Call Center Team Lead

3 days ago

San Fernando, Central Luzon, Philippines New York Family Dentistry Full time ₱900,000 - ₱1,200,000 per year
Key Responsibilities
  • Lead quality assurance initiatives by monitoring inbound and outbound calls to ensure adherence to scripts, protocols, and organizational standards.
  • Utilize advanced Call Listening software tools (e.g., Patient Prism, Peer Logic) to assess call quality and generate actionable insights.
  • Identify suboptimal call performance and collaborate with Team Leaders to implement targeted coaching sessions for agents.
  • Conduct regular call audits and maintain meticulous records of findings.
  • Collaborate with cross-functional teams to address quality issues and implement proactive solutions.
  • Develop, deliver, and maintain training programs to improve team skills and quality awareness.
  • Report critical issues to management and recommend improvements to enhance operational efficiency.
Qualifications
  • Proven experience in quality assurance within a call center environment, preferably in dental or healthcare.
  • Familiarity with call center technology and management systems.
  • Proficiency in Call Listening software such as Patient Prism or Peer Logic.
  • Excellent verbal and written communication skills to provide constructive feedback and collaborate with team members.
Key Skills
  • Quality Management & Quality Control (QC)
  • Root Cause Analysis & Risk Assessment
  • Performance Metrics & KPIs
  • Customer Satisfaction (CSAT) Monitoring
  • Training & Team Development
Why You'll Love This Role
  • Lead and mentor a high-performing call center team.
  • Play a critical role in ensuring exceptional patient experience.
  • Utilize advanced tools and techniques to drive operational excellence.
  • Contribute to a culture of continuous improvement and professional growth.

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