Team Leader (US Healthcare - Manila)

The Team Leader will also play a key role in training and development, process improvement, and ensuring customer satisfaction standards are met consistently.

Key Responsibilities:

Team Leadership:

• Supervise and manage a team of customer service representatives.
• Set clear performance goals and expectations for the team.
• Motivate, coach, and develop team members to meet performance targets and enhance skills.
• Provide support and guidance to the team on handling customer inquiries and resolving issues

Customer Service Excellence:

• Ensure the team delivers a high level of customer satisfaction.
• Monitor and evaluate customer service interactions to ensure quality and consistency
• Address escalated customer concerns or complaints in a professional and timely manner.

Training & Development:

• Provide ongoing training and development opportunities for team members.
• Conduct regular one-on-one meetings with team members to assess performance and offer feedback.
• Identify areas for improvement and recommend solutions to enhance the customer experience.

Performance Management:

• Track and report on team performance, including KPIs such as customer satisfaction, call resolution times, and service levels.
• Conduct regular performance reviews and provide constructive feedback.
• Develop action plans for underperforming team members and ensure improvements are made.

Behavioral Management:

• Coach and guide customer service representatives on effective communication, de-escalation techniques, and problem-solving strategies.
• Provide ongoing support in managing customer behavior challenges, ensuring that agents remain calm, empathetic, and professional in all interactions.
• Assist with training programs that focus on soft skills, behavioral management, and conflict resolution.

Operational Support:

• Ensure adherence to company policies, procedures, and service level agreements.
• Identify and implement process improvements to increase efficiency and customer satisfaction.
• Collaborate with other departments (e.g., sales, IT) to resolve customer issues and improve service offerings.

Reporting and Analytics:

• Maintain and update daily, weekly, and monthly reports on team performance and customer feedback.
• Analyze trends and feedback to help improve team performance and customer satisfaction.

Requirements:

• Strong leadership skills with the ability to motivate and manage a diverse team.
• Excellent communication and interpersonal skills.
• Problem-solving ability and experience in handling escalated customer concerns.
• Knowledge of customer service software, CRM tools, and MS Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and ability to manage both big-picture strategy and day-to-day operational needs.

Qualifications:

• Experience in customer service within a specific industry (e.g., retail, telecommunications, healthcare) is a plus.
• Bachelor's degree or equivalent experience in customer service, management, or related field.
• Knowledge of performance metrics, KPIs, and quality assurance standards.

Key Skills:

• Leadership and team management
• Customer-centric mindset
• Conflict resolution
• Time management and multitasking
• Data analysis and reporting
• Adaptability and problem-solving
• Process optimization and continuous improvement

Working Conditions:

• Full-time position, with occasional overtime during peak seasons.
• Must be willing to work onsite in BGC, Taguig City AND Makati City
• Must be willing to work in a rotating shift, with weekend shifts