Contact Center Team Lead — Mentor, Escalations & Ops

Ventra Health, Inc.; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Incentive-based bonus

Rewards & Recognition program

Job summary

Ventra Health, Inc. in the Philippines seeks a skilled Contact Center Team Lead to mentor Senior Agents and support Supervisors in daily operations.

The role blends hands-on call handling with leadership duties to ensure service levels and frontline expertise are maintained. With 2–3 years in a healthcare contact center and strong English communication, you will coach peers, monitor performance, and drive quality improvements in a fast-paced environment.

Qualifications

• 2–3 years of experience in a healthcare contact center or similar high-volume customer service environment.
• Senior agent, team lead or mentor experience is preferred.
• Associate degree required; bachelor's degree preferred.

Responsibilities

• Serve as a SME on contact center systems, processes, and workflows.
• Handle escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
• Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
• Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
• Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
• Monitor call queues, service levels, and productivity dashboards; communicate findings to leadership.
• Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
• Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
• Participate in process improvement efforts and collaborate with QA, Training, and Workforce Management.

Skills

Team leadership

Customer service

Communication skills

Problem solving

CRM proficiency

Call center operations

Education

Associate’s degree (2 years)

Bachelor’s degree in business/Healthcare or related field

Tools

CRM systems

Microsoft Office

Job description

Ventra Health, Inc. in the Philippines seeks a skilled Contact Center Team Lead to mentor Senior Agents and support Supervisors in daily operations.

The role blends hands-on call handling with leadership duties to ensure service levels and frontline expertise are maintained. With 2–3 years in a healthcare contact center and strong English communication, you will coach peers, monitor performance, and drive quality improvements in a fast-paced environment.