Call Center Senior Team Leader

2 days ago

Mandaluyong City, National Capital Region, Philippines Viventis Search Asia Full time ₱900,000 - ₱1,200,000 per year

Job Title:
Senior Supervisor – Healthcare Account (Call Center/BPO)

Work Setup:
Onsite

Schedule:
Night Shift

Employment Type:
Full-time

About the Role:

We are looking for an experienced
Senior Supervisor
to lead a high-performing healthcare support team in a call center/BPO environment. The ideal candidate has a solid background in healthcare account management, performance improvement, and people leadership. You will be responsible for driving operational excellence, ensuring compliance with client requirements, and developing your team to achieve service level goals.

Key Responsibilities:

  • Oversee daily operations of the healthcare support team, ensuring consistent achievement of KPIs and SLAs.
  • Manage, coach, and develop a team of agents and team leaders to deliver superior customer experience and meet quality standards.
  • Monitor call metrics and reports to identify trends, implement corrective actions, and improve efficiency.
  • Partner with Quality, Training, and Workforce teams to drive performance improvement and employee engagement.
  • Handle client escalations and coordinate with internal stakeholders to resolve issues promptly.
  • Ensure compliance with HIPAA and other healthcare regulations and company policies.
  • Conduct regular performance reviews, feedback sessions, and team meetings.
  • Drive initiatives related to employee retention, motivation, and professional development.
  • Provide insights and recommendations to management for continuous process improvement.

Qualifications:

  • Bachelor's degree in any field (Business, Nursing, or Healthcare-related course preferred).
  • At least 5 years of experience in the BPO/call center industry, with a minimum of 3 years in a supervisory or leadership role
    handling
    Healthcare accounts (payer, provider, or claims management preferred).
  • Strong understanding of healthcare processes, terminologies, and compliance standards (HIPAA).
  • Proven ability to lead, motivate, and develop large teams in a fast-paced environment.
  • Excellent communication, analytical, and problem-solving skills.
  • Experience in managing metrics such as AHT, QA, CSAT, and attrition.
  • Proficient in MS Office and CRM systems; knowledge in workforce and reporting tools is an advantage.
  • Amenable to work in shifting schedules, weekends, and holidays if required.

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