Operations Team Lead

iFIVE Global; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Engagement activities

Job summary

iFIVE Global is seeking an Operations Team Lead – US Healthcare to join our Manila-based team. You will manage day-to-day operations, ensure service levels, and coach a team of representatives to meet KPIs while upholding our culture.

Responsibilities include training, queue management, policy improvement, performance monitoring, and addressing conduct concerns. You will collaborate with the Client Success Manager and Operations Manager on business requirements.

Qualifications

• At least 3 years in BPO with 1+ year in supervision.
• Experience supporting US Healthcare accounts is required.
• Excellent verbal and written English with strong business writing.
• Strong coaching, leadership and people management skills.
• Ability to collaborate across levels and adapt communication styles.
• Strong organizational, problem-solving and decision-making skills.
• Ability to manage work queues and meet service levels.
• Proficient with Windows, MS Office, email and internet.

Responsibilities

• Manage a team of representatives and provide coaching and development in accordance with 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 targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and disciplinary concerns per 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

English proficiency

People management

Coaching

MS Office

Tools

MS Office

Job description

• 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.

• He/She is responsible for managing the day-to-day operations of the assigned team and ensuring team performance, capability, service levels, and adherence to company policies and culture.

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 Healthcare accounts is required.
• 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.