Contact Center Team Leader

Location: Makati, Valero

Reports to: Director, Contact Center Operations (US-Based)

Position Overview:

We are looking for a results-oriented and experienced Team Leader to manage a team of U.S.-based Healthcare Customer Service Representatives (CSR II) . This role is ideal for a people-first leader who is passionate about service excellence, performance coaching, and healthcare operations.

As Team Leader, you will oversee 20–30 team members handling healthcare-related inquiries, including eligibility, benefits, and claims. You'll play a key role in driving operational outcomes, mentoring agents, and ensuring outstanding service delivery for our U.S. client base.

Key Responsibilities:

• Supervise daily operations of U.S based contact center team supporting healthcare members.
• Provide hands-on coaching, performance feedback, and career development to agents.
• Monitor attendance, AHT, quality, and productivity KPIs; identify and resolve performance gaps.
• Conduct one-on-one sessions, team huddles, and performance reviews.
• Oversee accurate timecard submissions and ensure policy compliance on PTO and attendance.
• Collaborate with Quality Assurance, Training, and Workforce teams to drive continuous improvement.
• Prepare business reviews using client feedback, QA scores, and operations data.
• Resolve escalated concerns and ensure timely communication with clients and leadership.
• Support employee engagement, recognition, and retention initiatives.
  Recommend process enhancements and assist with implementation in coordination with support teams.

Qualifications:

• Bachelor's degree in Healthcare Administration, Business, or related field.
• Minimum 5 years of experience in a supervisory or team leader role within a call centre or customer service environment
• At least 5 years in customer service, with exposure to U.S. healthcare processes (e.g., Medicare, Medicaid, commercial health plans).
• Strong familiarity with healthcare terminologies, claims, authorizations, and compliance requirements
• Proven leadership experience, including managing, coaching, and developing a team.
• Excellent attendance record, proactively planning time off according to company policies.
• Technical proficiency, including experience in timecard management, quality assurance, and KPI analysis.
• Strong conflict resolution, decision-making, and organizational skills.
• Strong motivational and communication skills with a positive attitude.

Requirements:

• Excellent English communication skills (spoken and written).
• Proficiency in Microsoft Office and contact center platforms (e.g., NICE, Genesys, Five9).
• High attention to detail with a focus on quality and compliance.
• Experience in preparing reports and presenting operational updates to leadership.
  Willingness to work onsite (Makati) and flexible to shifting schedules aligned with U.S. operations.

Benefits:

• HMO (Medical/Dental) coverage on Day1 plus 1 FREE dependent.
  Company-provided equipment

** Work Arrangement: This position is offered in an Onsite with Remote Flexibility work basis. However, please note that this is a performance-based role, and the company reserves the right to require employees to report onsite at any time based on business needs, performance evaluations, operational requirements. Flexibility to transition to an office-based setup when necessary is expected.

***WORK FROM HOME REQUIREMENTS***

• High Speed Internet of 25MBPS download and 5MBPS upload. You will be required to provide a speed test.
• Ability to directly hardwire to your modem
  Required to have a quiet dedicated work area.

COMPANY OVERVIEW:

Imagenet is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. Imagenet provides claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans' members and providers.

The company currently serves over 70 health plans, acting as a mission-critical partner to these plans in enhancing overall care, engagement and satisfaction with plans' members and providers. The company processes millions of claims and multiples of related structured and unstructured data elements within these claims annually. The company has also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance, and automation of claims operations for its clients

Imagenet is headquartered in Tampa, operates 10 regional offices throughout the U.S. and has a wholly owned global delivery center in the Philippines.