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  • Description

  • Welink MCS is hiring for a Team Leader - Healthcare Account in behalf of a client partner in the BPO Industry

    Location: Cebu

    Email: ***@welinkmcs.com or ****@welinkmcs.com



    Responsibilities:

    • Ensure client’s SLAs are met in terms of service delivery, timely reports and adhere to quality standards

    • Ensure effective communication with the client on project & issue faced by client is resolved with the highest satisfaction

    • Develop a strategy for the team to reach the goals

    • Listen to team members' feedback and provide any training that team members require

    • Should be able to manage AHT/ART on a Daily/Weekly/Monthly basis

    • Communicate clear instructions to team members

    • Planning adequate staff and technical support for all the process

    • Oversees the hiring, supervision, and training of personnel, which includes work allocation, training, and problem resolution

    • Manage the flow of day-to-day operations

    • Coordination between support and business functions

    • Motivates employees to achieve peak productivity and performance

    • Works with Supervisor to establish departmental goals and timelines and update supervisor weekly/monthly on whether the goals have been met. Informs Supervisor as soon as possible if there are barriers to meeting goals

    • Ability to handle protected health ****rmation (PHI's) in a manner consistent with the Health Insurance Portability and Accountability (HIPAA)

    • Taking performance review of team members at regular intervals

    • Work US shift

    Qualifications and Skills Required:

    • Ability to work on Outcome-based metrics

    • Measures target achieved, skills required, and behavior at work

    • Zero level Non-Conformity with client

    • Must have 2 years of team leader (10 or more team members) handling experience of which 1-2 years in a call center/service industry (preferably inpatient calling profile)

    • Fluency in the English Language. Clear accent, telephone etiquettes, and excellent listening skills

    • Customer Service orientated, assimilate with co-employees, the potential for learning and enhancing own skill sets

    • Ability to grasp, relate, and quick response

    • Interaction with team members at regular intervals, share knowledge and ****rmation

    • Commitment, Logical thinking, deliberate the decisions, Play a role model, grievance handling and open for suggestion

    • Identify training needs for team members to acquire/enhance the required skill sets

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 2
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Team Leader

  • Cebu, Central Visayas

  • Company

    WeLink Management Consultancy Services
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply