Operations Team Lead

TechNerds Solutions; Quezon City; Vor Ort; PHP 480.000 - 720.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Learning opportunities

Team engagement events

Zusammenfassung

TechNerds Solutions Inc. is seeking an Operations Team Lead – US Healthcare to lead a team of representatives and drive performance metrics. The role emphasizes coaching, policy improvement, and collaboration with client success and operations managers.

Ideal candidates have 3+ years in BPO with at least 1 year in supervision, strong English skills, and the ability to work night shifts at the Quezon City location. Competitive benefits and learning opportunities are highlighted in the description.

Qualifikationen

• At least 3 years in the BPO industry with at least 1 year in a supervisory or team leadership capacity.
• Excellent verbal and written English language skills with strong business writing.
• Strong coaching, leadership and people management skills.
• Ability to collaborate effectively with employees across all levels and use different communication styles.
• Strong organizational, problem-solving and decision-making skills.
• Ability to manage work queues, monitor team performance and ensure service level requirements are met.
• Proficiency with Windows environment and MS Office applications.
• Willing to work on a night shift schedule.
• Willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.

Aufgaben

• 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.

Kenntnisse

Verbal and written English

Leadership

Coaching

Collaboration

Organizational skills

Decision making

Problem solving

Night shift

Tools

MS Office

Windows OS

Jobbeschreibung

Job Description:

Highlights

• 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.
• 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.

Requirements: