Healthcare Contact Center Team Leader

Sagility; Bohol; On-site; PHP 420,000 - 640,000; Full time

Job summary

Sagility in the Philippines is seeking a Team Leader to coach and develop our customer service representatives, manage performance, and consistently meet client expectations. The role focuses on delivering service excellence within a fast-paced contact center environment.

You will lead shifts, monitor metrics like attendance, AHT, productivity and quality, implement CPI initiatives, and collaborate with HR and operations to drive improvements.

Qualifications

• Minimum 4 year college degree in Management, Life Science, or Marketing.
• 1+ years experience in customer service or call center; 12 months in supervisor role; healthcare preferred.
• Must have expert communication skills, both written and verbal.
• Strong computer literacy and MS Office; data entry and multi-application navigation.

Responsibilities

• Ensure Team Members meet productivity standards.
• Assist Shift Managers to meet or exceed client service levels.
• Report health/safety and performance concerns to HR and Shift Manager.
• Monitor calls, e-mails, and other contacts for accuracy and policy conformance.
• Track Attendance, AHT, Productivity, and Quality for team members.
• Apply corrective actions for underperforming members.
• Coordinate shift scheduling and leaves with Shift Manager/WFM.
• Escalate quality issues to Shift Manager; share best practices weekly.

Skills

Communication skills

MS Office

Data entry

Intranet navigation

Coaching

People management

Performance coaching

Education

Bachelor degree in Management, Life Science, or Marketing

Tools

Microsoft Office Suite

Multiple software applications

Job description

Sagility in the Philippines is seeking a Team Leader to coach and develop our customer service representatives, manage performance, and consistently meet client expectations. The role focuses on delivering service excellence within a fast-paced contact center environment.

You will lead shifts, monitor metrics like attendance, AHT, productivity and quality, implement CPI initiatives, and collaborate with HR and operations to drive improvements.