Operations Team Lead (Healthcare Account)

IFIVE INC.; Quezon City; In loco; PHP 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation

Professional development

Engagement events

Descrizione del lavoro

IFIVE INC. is seeking an Operations Team Lead – US Healthcare to join our Quezon City team. You will lead a team of representatives, coach on KPIs, and drive performance while maintaining high standards and company culture.

Responsibilities include training, queue management, and collaboration with the Client Success/Operations Manager. Night shift availability and a strong English background are required.

Competenze

• At least 3 years in the BPO industry with at least 1 year in a supervisory role.
• Experience supporting US Legal and/or US Healthcare accounts is required.
• Excellent verbal and written English with strong business writing skills.
• Strong coaching, leadership, and people management abilities.
• Ability to collaborate across all levels using different communication styles.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to manage work queues and ensure service levels are met.
• Proficient in Windows environment and MS Office applications.

Mansioni

• Manage a team of representatives and provide coaching against KPIs.
• Coordinate and conduct training to develop team capability.
• Manage work queues and ensure adequate coverage to meet service levels.
• Assist with policies, processes, and reports related to team performance.
• Monitor performance and identify improvement opportunities to meet KPIs.
• Ensure adherence to policies and uphold company culture.
• Address performance concerns per policy and take disciplinary actions as needed.
• Collaborate with Client Success/Operations Manager on concerns and requirements.
• Perform other duties as assigned.

Conoscenze

Team leadership

English proficiency

Coaching

People management

Communication

Problem solving

Organizational skills

BPO experience

US Healthcare support

Strumenti

MS Office

Windows

Descrizione del lavoro

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.
• Experience supporting US Legal and/or 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.