Team Lead

2 weeks ago

Iloilo City, Western Visayas, Philippines Caring-One PH Full time ₱300,000 - ₱600,000 per year

Job description:

We are opening a Team Lead role for our Subic Bay Location

Job Responsibilities

Team Leadership & Management

  • Oversee day-to-day activities of CSRs, ensuring productivity, efficiency, and quality of service.
  • Monitor team attendance, punctuality, and adherence to schedules; address attendance issues promptly and in line with company policy.
  • Set clear goals and expectations for the team, aligned with campaign requirements and company objectives.
  • Conduct regular team meetings, coaching, and performance reviews to support development and improvement.

Performance & KPI Accountability

  • Ensure team meets or exceeds performance benchmarks (quality scores, service level agreements, productivity targets, customer satisfaction, etc.).
  • Track, analyze, and report on individual and team performance metrics.
  • Identify gaps in performance and implement action plans for improvement.
  • Collaborate with management to implement strategies that enhance team efficiency and results.

Operations & Support

  • Serve as a buffer for high-volume periods by providing hands-on support in handling inquiries or administrative tasks when necessary.
  • Escalate operational, technical, or process-related issues to the appropriate department.
  • Ensure the team is updated on campaign-specific protocols, compliance requirements, and best practices.
  • Promote a positive and professional work environment, fostering teamwork, accountability, and continuous learning.

Administrative & Reporting

  • Maintain accurate records of attendance, coaching sessions, and disciplinary actions.
  • Prepare and submit regular reports on attendance, performance, and other relevant KPIs to the Senior Team Leads and Operations Manager.
  • Ensure compliance with organizational policies, HIPAA, and other regulations when applicable.

Key Competencies:

  • Excellent communication and interpersonal abilities.
  • Ability to analyze performance data and drive accountability.
  • Strong organizational and problem-solving skills.
  • Adaptability and ability to manage multiple campaigns effectively.
  • Knowledge of healthcare regulations and call center operations

Qualifications:

  • Minimum of 2–3 years of BPO experience, with at least 1 year in a leadership or supervisory role, preferably in a healthcare account.
  • Proven ability to analyze team performance, implement action plans, and drive accountability to meet targets.
  • Excellent communication and interpersonal skills, with the ability to coach, motivate, and manage diverse teams.
  • Strong organizational and problem-solving skills; able to prioritize tasks and manage multiple campaigns simultaneously.
  • Working knowledge of healthcare regulations (e.g., HIPAA) and call center operations is required.
  • Demonstrated adaptability in a fast-paced, dynamic environment.
  • Proficient in MS Office and familiar with CRM or call center tools.

Working Conditions:

  • Environment: Call center setting involving both administrative supervision and customer interaction.
  • Schedule: Full-time, night shift or weekend hours based on client needs and demands.
  • Physical Requirements: Prolonged periods of sitting and using a computer; occasional lifting of files or supplies.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Paid training
  • Transportation service provided

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