Operations Team Lead

TechNerds Solutions; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

TechNerds Solutions is seeking an Operations Team Lead - US Healthcare to join our BPO operations in the Philippines. You will guide a team of representatives, coach them to meet KPIs, and drive performance in a fast-paced, client-focused environment.

Responsibilities include coaching, training, workload management, policy improvement, and collaboration with Client Success/Operations managers to align with business needs while maintaining our culture and standards.

Qualifications

• 3+ years in BPO with at least 1 year in a supervisory role.
• Experience supporting US Healthcare accounts preferred.
• Strong verbal and written English with business writing skills.
• Proven coaching, leadership and people management abilities.
• Ability to collaborate across levels and manage queues with KPI focus.
• Proficient in Windows and MS Office.

Responsibilities

• Manage a team of representatives and provide coaching and development in accordance with their KPIs.
• Develop team capability by coordinating and/or conducting training and other development activities.
• Manage work queues and ensure adequate coverage to meet required service levels.
• Assist with the development and improvement of policies, processes, and reports related to team performance.
• Monitor team performance and identify opportunities for improvement to ensure operational targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and behavioral concerns and carry out disciplinary actions in accordance with company policies and procedures.
• Collaborate with the Client Success Manager and/or Operations Manager on operational concerns, team performance, and business requirements.
• Perform other duties and responsibilities as may be assigned.

Skills

Coaching

Leadership

People management

English communication

US Healthcare knowledge

BPO experience

Night shift

Tools

MS Office

Windows environment

Job description

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

OPERATIONS TEAM LEAD

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

Role Overview

We are looking for an Operations Team Lead - US Healthcare to be part of our team.

Main Responsibilities

• Manage a team of representatives and provide coaching and development in accordance with their KPIs.
• Develop team capability by coordinating and/or conducting training and other development activities.
• Manage work queues and ensure adequate coverage to meet required service levels.
• Assist with the development and improvement of policies, processes, and reports related to team performance.
• Monitor team performance and identify opportunities for improvement to ensure operational targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and behavioral concerns and carry out disciplinary actions in accordance with company policies and procedures.
• Collaborate with the Client Success Manager and/or Operations Manager on operational concerns, team performance, and business requirements.
• Perform other duties and responsibilities as may be assigned.

Requirements

• At least three (3) years of work experience in the BPO Industry, with at least one (1) year in a supervisory or team leadership capacity.
• Experience supporting US Legal and/or US Healthcare accounts is preferred.
• Displays excellent verbal and written English language skills, with strong business writing skills.
• Displays strong coaching, leadership, and people management skills.
• Displays ability to collaborate effectively with employees across all levels and use different communication styles.
• Displays strong organizational, problem-solving, and decision-making skills.
• Displays ability to manage work queues, monitor team performance, and ensure service level requirements are met.
• Displays ability to use the computer using the Windows environment, including MS Office applications, electronic mail, internet, and other relevant systems.
• Willing to work on a night shift schedule.
• Must be willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.