Team Leader - Healthcare
Firstsource Solutions Limited Cebu Full-time
About the role
As a Team Leader - Healthcare at Firstsource Solutions Limited, you will play a crucial role in supervising and supporting a team of customer service representatives within the healthcare sector. This full-time position is based in Cebu Central Visayas and involves leading your team to deliver exceptional customer experiences.
What you'll be doing- Oversee and manage the daily operations of your team, ensuring productivity, efficiency and high-quality service
- Provide coaching, training and support to team members to develop their skills and enhance their performance
- Monitor team and individual metrics, identify areas for improvement and implement strategies to drive continuous enhancement
- Foster a positive and collaborative team environment, promoting teamwork and effective communication
- Escalate and resolve complex customer inquiries and issues in a timely and effective manner
- Collaborate with other departments to ensure seamless service delivery and address customer needs
- Contribute to the development and implementation of team objectives and key performance indicators
- Minimum of 2 years' experience in a supervisory or team leader role within a call centre or customer service environment
- Strong interpersonal and communication skills, with the ability to effectively lead, motivate and develop a team
- Proficiency in problem-solving, decision-making and conflict resolution
- Excellent customer service orientation and the ability to deliver high-quality service
- Familiarity with contact centre operations, metrics and KPIs
- Adaptability and the ability to thrive in a fast-paced, dynamic environment
- Relevant qualifications or certifications in customer service, call centre management or a related field would be an advantage
What we offer
At Firstsource Solutions Limited, we prioritise the well-being of our employees. We offer a range of benefits, including competitive remuneration, opportunities for career development, and a supportive work environment that fosters growth and success.Explore the possibilities and apply now to join our team.
About us
Firstsource Solutions Limited is a leading global provider of business process management services. With a strong presence in the healthcare industry, we are committed to delivering exceptional customer experiences and driving business success for our clients.Join our dynamic team and be a part of our continuous growth and innovation.
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