Team Lead

5 days ago

Cebu City, Central Visayas, Philippines First Source Solutions Limited Full time ₱1,200,000 - ₱2,400,000 per year

Team Leader - Healthcare

Operational Responsibilities

  • Lead a team of 12–20 Customer Service Associates and motivate them to achieve the team's SLAs.
  • Consistently achieve all KPIs and SLAs set by clients, with strict adherence to quality parameters.
  • Floorwalk regularly for at least 5½ hours per day to supervise, coordinate, and monitor team activities, ensuring prompt, courteous, and accurate responses to customers.
  • Ensure efficient and high-quality operations through effective planning, leadership, control, and organization.
  • Demonstrate strong organizational, planning, and analytical skills.
  • Apply basic arithmetic and statistical skills for data analysis and report generation.
  • Exhibit effective problem-solving abilities.

Key Performance Indicators
  • Handle escalations, process-related queries, and employee grievances.
  • Listen to calls and provide coaching to enhance team performance.
  • Monitor calls and chats handled by associates and provide constructive feedback.
  • Collaborate with the Quality team to review performance and quality scores.
  • Conduct monthly and confirmation appraisals by the 7th of each month and deliver feedback.
  • Prioritize and assign tasks, initiate corrective measures, manage schedules, and address day-to-day operational issues.
  • Devise strategies to minimize attrition and absenteeism.
  • Organize and coordinate training programs for associates.
  • Work with departments such as HR and Administration to resolve issues related to policies, compliance, and administrative needs.
  • Conduct team briefings and debriefings before and after shifts.
  • Hold weekly team meetings to update members on process changes, quality issues, and team performance metrics.
  • Administer the Rewards and Recognition Program for the team.
  • Plan and organize monthly team outings in collaboration with associates.

Experience

Required:

  • 1–2 years of supervisory experience, or 3–4 years of experience as an associate.
  • Excellent knowledge of MS Office, particularly Excel.
  • Undergraduate/Graduate qualification.

Preferred:

  • Minimum 1 year as a Process Leader/Team Executive (TE).

Know-How

Critical:

  • Strong written and verbal communication skills.
  • Effective team management, mentoring, motivation, and coaching abilities.

Desirable:

  • Additional relevant skills or certifications (if any).

Personal Attributes / Traits
  • Collaborative and consultative
  • Socially confident
  • Achievement-oriented
  • Creative
  • Analytical
  • Communicative

Core Competencies
  • Business Foresight: Ability to strategize and demonstrate deep business insight to identify and develop strategic opportunities.
  • Influencing: Ability to positively impact others and drive alignment.
  • Managing Transformation: Capability to lead change in a dynamic environment.
  • Fostering Partnerships: Build strong relationships with internal and external stakeholders.
  • Working Across Boundaries: Promote collaboration toward a unified "One Firstsource" identity.
  • Decision Making and Problem Solving: Demonstrate sound judgment in resolving complex issues.
  • Driving Excellence: Strive for continuous improvement and outstanding performance.

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