Team Leader

1 day ago

Manila, National Capital Region, Philippines 892b998a-e6b3-4a0d-b85e-f21b4d1999d2 Full time ₱30,000 - ₱35,000 per year
Job Description: Team Leader – Healthcare Account

Salary Range: PHP 30,000 – 35,000

Work Setup: Local Account

Position Overview

We are seeking a highly skilled Team Leader to oversee daily operations for our Healthcare account. The ideal candidate has strong leadership capabilities, proven BPO experience, and a solid understanding of healthcare processes. This role is responsible for driving team performance, ensuring service excellence, and maintaining compliance with healthcare standards and company policies.

Key Responsibilities
  • Lead and manage a team of agents to consistently achieve KPIs and SLAs.
  • Provide coaching, mentoring, and regular performance evaluations to support employee development.
  • Handle customer and client escalations, ensuring timely and effective resolution.
  • Monitor key performance metrics such as QA scores, AHT, CSAT, attendance, and productivity.
  • Conduct weekly and monthly performance reviews and prepare operational reports.
  • Collaborate closely with Workforce Management, Quality Assurance, Training, and other internal teams to support efficient service delivery.
  • Identify opportunities for process enhancements and operational improvements.
  • Ensure full compliance with company policies, data privacy regulations, and healthcare guidelines.
  • Maintain professional communication with clients regarding performance updates, issues, and operational requirements.
Qualifications
  • At least 2 years experience as a Team Leader in a BPO environment.
  • 1–2 years experience in a Healthcare account (e.g., claims processing, member services, provider support).
  • Strong knowledge of healthcare processes, standards, and terminology.
  • Excellent communication, leadership, and people management skills.
  • Demonstrated ability to coach and develop high-performing teams.
  • Strong problem-solving skills and the ability to work effectively in a fast-paced environment.
  • Willing to work shifting schedules and operational demands.
What We Offer
  • Competitive salary package
  • Opportunities for career development
  • Supportive and collaborative work environment
  • Local account assignment

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