Team Leaders/Supervisors (Call Centre & Customer Service) - Lipa Site

Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.
• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.
• Background in US healthcare preferred
• Minimum of 2 years as a Trainer

• Expands skills within an analytical or operational process.
• Completes a variety of atypical assignments.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.

• Has developed skillset in a range of processes, procedures, and systems.

• Helps teams to integrate and work together to support the achievement of company goals.

• Impacts a team, by example, through the quality service and information provided.
• Uses discretion to modify work practices and processes to achieve results or improve efficiency.

• Provides guidance to junior team members.

• Provides solutions to atypical problems based on existing precedents or procedures.

• Clearly and effectively communicates information and ideas.

• Conducts employee training classes on the features and operation of products and technology, client tools and processes.
• Organizes the training content in a clear sequence for delivery.
• Works with subject matter experts to keep content current and effective.
• Reviews and prepares training resources and materials to deliver classes.
• Collects training feedback from participants.
• Participates in "train the trainers" sessions, to be prepared to deliver content.
• Conducts "train the trainers" sessions.
• Analyzes, produces, and distributes training reports.
• Performs other duties as assigned.
• Complies with all policies and standards.