Healthcare Team Leader

1 week ago

Cebu City, Central Visayas, Philippines First Source Solutions Limited Full time ₱900,000 - ₱1,200,000 per year
  • Leads a team of 12–20 customer service associates, motivating them to consistently achieve the team's SLA targets.
  • Consistently meets all KPIs and SLAs set by the client, with strict adherence to quality standards.
  • Conducts floor-walks for at least 5.5 hours daily to supervise, coordinate, and monitor associate activities, ensuring prompt, courteous, and accurate responses to customer queries.
  • Ensures efficient and high-quality operations through effective planning, leadership, coordination, and organization.

Key Skills
  • Strong organizational, planning, and analytical skills.
  • Proficient in basic arithmetic and statistical analysis for reporting and data interpretation.
  • Effective problem-solving abilities.

People Management & Coaching
  • Handles escalations and process-related queries, and resolves grievances not handled at the associate level.
  • Monitors calls and chats, provides constructive feedback, and conducts regular coaching to improve team performance.
  • Collaborates with the Quality team for feedback on performance and quality scores.
  • Conducts monthly and confirmation appraisals by the 7th of each month and delivers performance feedback.

Operational Oversight
  • Prioritizes and assigns tasks to associates and implements corrective measures for operational issues such as scheduling, break management, and overtime adjustments.
  • Develops strategies to reduce attrition and absenteeism.
  • Organizes and facilitates training programs for associate development.

Cross-Functional Collaboration
  • Coordinates with departments such as HR and Administration to address policy-related queries, statutory compliance, and administrative requirements.

Team Engagement & Communication
  • Conducts daily briefings and debriefings at the start and end of each shift.
  • Organizes weekly team meetings to communicate updates on process changes, quality concerns, and performance metrics.
  • Leads the rewards and recognition program to celebrate team achievements.
  • Plans monthly team outings in collaboration with team members to foster engagement and morale.

Qualifications
  • Experience: 1–2 years of supervisory experience
  • Education: Undergraduate or Graduate degree.
  • Technical Skills: Excellent knowledge of MS Office, especially Excel.

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