Team Leader
Department: Operations (US Healthcare)
Location: Cebu, PH
Report to: Asst. Manager/Manager - Operations
Work Set-up: Work from Home (Temporary) / Work from Office
WORK BRIEF:
This role requires managing a team of Associates (up to 15 headcount) on a daily basis and ensure the business-set performance parameters are met for the team and eventually for self. Will be a leader representing his team to the operations management, taking end to end accountability from performance to development.
CORE RESPONSIBILITIES
Promote leadership, engagement, accountability, and performance by mentoring team members in the account.
Auditing employee performance, administering training, developing and monitoring personalized Performance Management Programs.
Implementing employee improvement plans, addressing workplace personnel issues, reconciling attendance records, explaining company policies.
Optimizing employee performance, implementing employee recognition programs, developing and administering Employee Survey Action Plan, promoting employee morale.
Review results from First Call Resolution surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers.
Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.
Recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.
Demonstrate proficiency in the Web-based tool that is used to access, analyse and act on the survey data. These functions are performed on a daily basis.
Monitors and ensures Team KPI and SLAs are met on a daily, weekly, monthly, quarterly, half yearly and annual basis
Actively seeks creative ways to effectively manage the fluctuating workload.
Assists with the development and implementation of various reporting requirements and procedures.
Supervise the operational activities of employees responsible for resolving complex inquiries for client, members and providers.
Oversee team staffing levels and Associations Member Touchpoints Measures related to First Call Resolution and other industry standard measures such as inquiry accuracy, inquiry timeliness, abandonment rate, average speed to answer and Grade of Service are met or exceeded.
Represent the needs of our members and providers while participating on cross-functional corporate project implementation teams, report back to Customer Relations management staff, and follow up as needed. Participation may require development of business requirements, writing test cases, and validating results. Decisions made during project implementation have sweeping impact on providers and members.
Management of public relations by collaborating with other functions.
Personally research and resolve sensitive, complex and/or high-level member and provider inquiries.
Essential Knowledge:
Excellent organizational skills and ability to coach others.
Working knowledge of MS Office applications.
Strong interpersonal communication skills.
Strong critical thinking, researching, decision making and problem solving skills.
Self-directed and able be effective with guidance and support from management rather than continuous direction.
Demonstrated working knowledge of Microsoft PC applications
Excellent knowledge of Healthcare products and processes.
Demonstrated ability to serve as a positive role model and elevate the performance of colleagues.
Able to facilitate knowledge (e.g., by conducting training, documenting workflows, etc.)
Essential Skills:
Team Management, Conflict Handling & Performance Management.
Should be fluent in English communication, both verbal & written.
Leading, Coaching & Developing.
Should be willing to work in night shifts, weekend, local holidays and extended hours, if required (as per policy)
Organize, prioritize, and schedule work assignments.
Plan, implement, and administer team performances, trainings and refreshers.
Qualifications - External
MINIMUM QUALIFICATION:
Graduate of any 4 or 5-year Bachelors Degree
2 years of Supervisory/TL Experience Required in Healthcare BPO Set-up
Candidate should be based in Cebu.
IKIGAI ENABLERS PTE. LTD.
Department: Operations (US Healthcare)
Location: Cebu, PH
Report to: Asst. Manager/Manager - Operations
Work Set-up: Work from Home (Temporary) / Work from Office
WORK BRIEF:
This role requires managing a team of Associates (up to 15 headcount) on a daily basis and ensure the business-set performance parameters are met for the team and eventually for self. Will be a leader representing his team to the operations management, taking end to end accountability from performance to development.
CORE RESPONSIBILITIES
Promote leadership, engagement, accountability, and performance by mentoring team members in the account.
Auditing employee performance, administering training, developing and monitoring personalized Performance Management Programs.
Implementing employee improvement plans, addressing workplace personnel issues, reconciling attendance records, explaining company policies.
Optimizing employee performance, implementing employee recognition programs, developing and administering Employee Survey Action Plan, promoting employee morale.
Review results from First Call Resolution surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers.
Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.
Recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.
Demonstrate proficiency in the Web-based tool that is used to access, analyse and act on the survey data. These functions are performed on a daily basis.
Monitors and ensures Team KPI and SLAs are met on a daily, weekly, monthly, quarterly, half yearly and annual basis
Actively seeks creative ways to effectively manage the fluctuating workload.
Assists with the development and implementation of various reporting requirements and procedures.
Supervise the operational activities of employees responsible for resolving complex inquiries for client, members and providers.
Oversee team staffing levels and Associations Member Touchpoints Measures related to First Call Resolution and other industry standard measures such as inquiry accuracy, inquiry timeliness, abandonment rate, average speed to answer and Grade of Service are met or exceeded.
Represent the needs of our members and providers while participating on cross-functional corporate project implementation teams, report back to Customer Relations management staff, and follow up as needed. Participation may require development of business requirements, writing test cases, and validating results. Decisions made during project implementation have sweeping impact on providers and members.
Management of public relations by collaborating with other functions.
Personally research and resolve sensitive, complex and/or high-level member and provider inquiries.
Essential Knowledge:
Excellent organizational skills and ability to coach others.
Working knowledge of MS Office applications.
Strong interpersonal communication skills.
Strong critical thinking, researching, decision making and problem solving skills.
Self-directed and able be effective with guidance and support from management rather than continuous direction.
Demonstrated working knowledge of Microsoft PC applications
Excellent knowledge of Healthcare products and processes.
Demonstrated ability to serve as a positive role model and elevate the performance of colleagues.
Able to facilitate knowledge (e.g., by conducting training, documenting workflows, etc.)
Essential Skills:
Team Management, Conflict Handling & Performance Management.
Should be fluent in English communication, both verbal & written.
Leading, Coaching & Developing.
Should be willing to work in night shifts, weekend, local holidays and extended hours, if required (as per policy)
Organize, prioritize, and schedule work assignments.
Plan, implement, and administer team performances, trainings and refreshers.
Qualifications - External
MINIMUM QUALIFICATION:
Graduate of any 4 or 5-year Bachelors Degree
2 years of Supervisory/TL Experience Required in Healthcare BPO Set-up
Candidate should be based in Cebu.
IKIGAI ENABLERS PTE. LTD.
Other Info
Cebu City, Cebu
Temporary
Full-time
Temporary
Full-time
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IKIGAI ENABLERS PTE. LTD.
About the company
Position process Leader 22002678 recruited by the company IKIGAI ENABLERS PTE. LTD. at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Process Leader 22002678 or IKIGAI ENABLERS PTE. LTD. company in the links above
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