Team Leader (with Nursing or Allied Sciences Background) | EXL Cebu
EXL Services Cebu City Full-time
Drive overall performance and manage Inbound Calls for a US Insurance voice processes
- Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and
- Lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable. Manage client interactions
- Upskill and manage performance at an hourly/daily/weekly/monthly level
- Manage teams and ensure customer satisfaction, quality and productivity targets are met
- Motivate team members and control attrition
- Complaint and escalation management
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Client Interaction, where required – Daily/Weekly/Monthly
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like GI/Internal Audit
- Effectively manage queue and balancing of work loads
- Nursing/Allied Sciences (Nutrition and Dietetics, Physiotherapy, Occupational Therapy, Med Technology, Radiography) background 3rd year undergrad or grad
Private AdvertiserCebu City
documentation to the Manager for final review and action completion.
Qualifications:
• Minimum of 5 years SOLID Experience as a Team Lead in a BPO setting.
• College Graduate
• Able to work Full on-site....
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