Contact Center Team Lead — SME Coach & Escalations

Ventra-Health; Mabalacat; On-site; PHP 558,000 - 1,004,000; Full time

Benefits offered by this job

Performance-based incentive plan

Referral bonus

Job summary

Ventra Health is seeking a Contact Center Team Lead in the Philippines to act as a senior member of the CC team, assisting Supervisors with escalations, training, and quality assurance while spending at least 50% of time on frontline patient support. The role emphasizes mentoring peers, monitoring performance, and ensuring adherence to quality and productivity standards.

The ideal candidate has 2–3 years in healthcare contact centers, an Associate’s degree, and strong English communication, with

Qualifications

• Associate’s degree required; bachelor’s degree in business/Healthcare preferred.
• 2–3 years in a healthcare contact center or similar high-volume customer service environment.
• Senior agent/lead/mentor experience is a plus.

Responsibilities

• Serve as SME on contact center systems, processes, and workflows.
• Handle escalated calls, emails, and complex inquiries with guidance to Supervisors.
• Provide real-time coaching to Contact Center Specialists for accuracy and empathy.
• Mentor peers and participate in quality calibration sessions.
• Assist Supervisors with onboarding and training on new policies and updates.
• Monitor queues, service levels, and dashboards to identify trends and issues.
• Perform call audits and quality checks with actionable feedback.
• Prepare reports on call volumes and quality performance as requested.
• Contribute to process improvements to enhance efficiency and patient satisfaction.
• Collaborate with QA, Training, and Workforce Management to address barriers.
• Model professionalism, teamwork, and confidentiality.

Skills

English fluency

Strong communication

Customer service excellence

Coaching/mentoring

Team collaboration

Problem solving

Organizational skills

Education

Associate’s degree (2 years)

Bachelor’s degree preferred

Tools

CRM software

Microsoft Office

Job description

Ventra Health is seeking a Contact Center Team Lead in the Philippines to act as a senior member of the CC team, assisting Supervisors with escalations, training, and quality assurance while spending at least 50% of time on frontline patient support. The role emphasizes mentoring peers, monitoring performance, and ensuring adherence to quality and productivity standards.

The ideal candidate has 2–3 years in healthcare contact centers, an Associate’s degree, and strong English communication, with