Team Leader (Tarlac | Onsite)

Job Qualifications

• Strong background in client relationship management
• Experience in Healthcare Customer Service, Back Office, Voice, Email, and Chat
• Solid foundation in handling both voice and non-voice accounts
• At least one (2) year of supervisory experience in the BPO industry
• Proven track record of achieving operational and performance goals
• Strong leadership, coaching, and team-building capabilities
• Excellent verbal and written communication skills
• Ability to motivate, engage, and inspire team members
• Strong problem-solving and critical thinking skills
• Excellent organizational and time management skills

• Lead and manage day-to-day operations by directing, planning, supervising, and evaluating the performance of assigned teams
• Coordinate workflow to meet operational targets and volume requirements
• Plan and execute employee engagement, rewards, and recognition initiatives to drive performance and reduce attrition
• Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions
• Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates
• Prepare fair, accurate, and comprehensive performance evaluations
• Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss
• Build strong working relationships and communicate key issues within the department or business unit
• Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy
• Manage conflicts using appropriate tools and handle operational concerns and special projects within scope
• Ensure compliance with departmental, business unit, and regulatory standards and practices
• Manage resources and expenses in accordance with financial guidelines and company policies
• Perform other duties as assigned from time to time