Healthcare Contact Centre Team Leader

2 days ago

Makati City, National Capital Region, Philippines SPS Training & Consultancy Services Inc. Full time ₱2,000,000 - ₱2,500,000 per year

Key Responsibilities:

  • Team Management: Supervise and lead a team of up to 20 contact center agents, ensuring optimal performance and adherence to KPIs.
  • Performance Monitoring: Track and analyze individual and team metrics such as AHT, QA scores, attendance, and productivity.
  • Coaching & Development: Conduct regular coaching sessions, performance evaluations, and upskilling initiatives to enhance agent capability and service quality.
  • Client Engagement: Act as a primary point of contact for client escalations and performance reviews; ensure expectations are clearly communicated and met.
  • Reporting: Prepare and present daily, weekly, and monthly performance reports to internal stakeholders and clients.
  • Process Improvement: Identify workflow gaps, recommend operational improvements, and assist in implementing process enhancements.
  • Workforce Management: Manage schedules, ensure adequate staffing, and monitor adherence to shift patterns and breaks.
  • Escalation Handling: Resolve escalated calls and complex customer issues with empathy and professionalism.
  • Culture & Engagement: Foster a positive and motivating work environment that supports collaboration, accountability, and employee engagement.

Qualifications:

  • Bachelor's degree in Nursing, Healthcare Administration, Business, or related field preferred
  • At least 1 year of experience in a contact center team leader role.
  • With strong leadership skills.
  • Excellent communication, coaching, and analytical skills.
  • Detail-oriented and organized with the ability to manage multiple tasks in a fast-paced environment

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