BPM Lead

2 days ago

Taguig, National Capital Region, Philippines UST Full time $80,000 - $120,000 per year

Role Description
The primary objective of The Call Center Team Leader/Supervisor is to implement policies and procedures to foster an environment of excellence in servicing healthcare customers. This includes leading and managing a team of 12-15 Call Center agents, examiners, adjusters, extensive interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

Responsibilities

  • Responsible for directly managing a staff of 15-20 associates
  • Oversee day-to-day interaction with client organization to help run a high-quality Call Center operation
  • Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
  • Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis and take and take Corrective Actions as needed
  • Ensure setting smart goals for teams and provide regular feedback, appraisal and coaching to ensure performance
  • Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables
  • Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
  • Conduct call listening and assess the call based on quality forms provided
  • Ensure that information provided during the call done by the agents are accurate
  • Timely and accurate completion of standard and advanced quality forms, reports and analysis
  • Complete ad hoc reports as requested
  • Adhere to call audit targets
  • Attend and participate in quality calibration session
  • Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

Qualifications

  • Excellent comprehension and communication skill (verbal and written) within the organization and with clients
  • 3-5+ years of Healthcare operations experience, out of which 2+ years in supervisory role
  • Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor's office, billing, account receivable on Call Center processing experience preferred
  • Some experience in outsourcing operations or service industry preferred
  • High proficiency in using MS Excel and PowerPoint
  • Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way
  • Excellent People skill – ability to build and motivate a large operations team of up-to 20 associates
  • Some ability to train and guide the teams thru changes in processes and operating instruction
  • The ability to adapt quickly to a fast-paced environment
  • Excellent written and oral communication skills
  • Ability to coach the team to reach their full potential
  • Ability to gel with the team well and build a self-organized and highly energetic team

Skills
Healthcare,Call Center Team Lead,Coach and Mentor

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