Healthcare Team Leader

4 days ago

Cebu City, Central Visayas, Philippines Firstsource Full time ₱400,000 - ₱1,200,000 per year

Designation
: Team Leader

Department
: Operations

Location
: Cebu, PH

Report to
: Manager

Work Set-up:
WFO (as per business demand)

Role Summary

The
Team Leader
is responsible for managing a team of 12–20 customer service associates, ensuring consistent achievement of client-defined KPIs and SLAs. The role requires strong leadership, people management, and operational execution skills, with a focus on quality, efficiency, and team engagement.

Key Responsibilities

  • Lead and motivate a team of 12–20 customer service associates to meet and exceed SLAs and performance targets.
  • Ensure strict adherence to quality parameters and consistent achievement of KPIs.
  • Conduct floor walks for a minimum of 5.5 hours daily to monitor, supervise, and guide associate performance.
  • Provide hands-on support and guidance to associates, addressing escalations and process-related queries.
  • Coach and mentor team members through call/chat monitoring and real-time feedback.
  • Interact with the Quality team to review performance and align with quality goals.
  • Conduct timely performance appraisals and provide developmental feedback (by the 7th of each month).
  • Manage daily operations including scheduling, break management, overtime, and workflow prioritization.
  • Develop and implement strategies to minimize attrition and absenteeism.
  • Organize and deliver training sessions to support skill development.
  • Coordinate with HR, Admin, and other departments to resolve policy, compliance, and support-related matters.
  • Hold daily pre-shift and post-shift briefings to align team goals and expectations.
  • Conduct weekly team meetings to update associates on process changes, quality metrics, and SLAs.
  • Manage and implement rewards and recognition programs to boost morale and performance.
  • Plan and coordinate monthly team outings and engagement activities.

Key Performance Indicators (KPIs)

  • Team SLA and KPI achievement
  • Quality scores and customer satisfaction
  • Attrition and absenteeism rates
  • Timely completion of appraisals and feedback
  • Coaching effectiveness and team development
  • Associate engagement and morale

Experience & Qualifications

Required:

  • 1–2 years of supervisory experience, preferably in a healthcare campaign.
  • Undergraduate or Graduate degree.
  • Proficiency in MS Office, especially Microsoft Excel.

Critical Skills:

  • Excellent written and verbal communication skills.
  • Strong team management, mentoring, and coaching abilities.
  • Effective problem-solving and analytical skills.
  • Ability to motivate and engage team members.
  • Strong organizational and planning skills.
  • Basic arithmetic and statistical skills for data analysis and report generation.

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