Operations Team Leader

Focusinc Group Corp.; Murcia; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

Payment of statutory benefits

25 days annual paid leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Skills training and personal/prof. dev

Job summary

Focusinc Group Corp. in the Philippines seeks a Team Leader for our contact center to supervise Pros, monitor KPIs, and drive coaching, training, and performance improvement initiatives.

You will ensure high-quality service standards and a positive work environment while supporting onboarding and ongoing development. The role requires a Bachelor's degree or equivalent and at least 2 years in a leadership or supervisory capacity in a contact center.

Qualifications

• Bachelor's degree or equivalent required.
• Minimum 2 years in a leadership/supervisory role in a contact center.
• Medical billing experience is a plus.

Responsibilities

• Provide day-to-day supervision and support to a team of Pros.
• Regularly review team and individual KPIs for campaigns.
• Conduct coaching sessions and provide performance feedback.
• Assist in training and onboarding of new Pros.
• Develop and implement performance improvement plans for underperforming pros.
• Monitor interactions to ensure policy and quality standards.
• Handle escalated customer issues and resolve them promptly.
• Prepare and present reports on team performance and trends.
• Foster a positive, inclusive work environment and teamwork.
• Identify opportunities to streamline processes and improve service delivery.

Skills

Team leadership

KPI analysis

Coaching & development

Training

PIPs

Quality assurance

Escalation management

Reporting

Team engagement

Process improvement

Education

Bachelor's degree or equivalent

Tools

Contact center software

Job description

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About the Job:

As a Team Leader at our contact center, you will play a pivotal role in ensuring the smooth operations of our teams. You will be responsible for supervising a group of Pros, reviewing key performance indicators (KPIs), providing coaching and development opportunities, and implementing performance improvement plans as necessary. Your leadership will be essential in maintaining high-quality service standards and fostering a positive and productive work environment.

What You'll Do:

• Supervision and Support: Provide day-to-day supervision and support to a team of Pros.
• KPI Monitoring: Regularly review and analyze team and individual KPIs for the specific campaigns assigned to.
• Coaching and Development: Conduct regular coaching sessions with Pros to provide feedback, address performance issues, and identify opportunities for improvement.
• Training: Assist in the training and onboarding of new Pros, ensuring they have the necessary skills and knowledge to perform their roles effectively.
• Performance Improvement Plans (PIPs): Develop and implement performance improvement plans for underperforming Pros, providing clear goals and support to help them succeed.
• Quality Assurance: Monitor customer interactions to ensure adherence to company policies, procedures, and quality standards.
• Escalation Management: Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
• Reporting: Prepare and present regular reports on team performance, trends, and areas for improvement to management.
• Team Engagement: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
• Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve overall service delivery.

What You'll Bring:

• Bachelor's degree or equivalent work experience.
• Previous experience in a contact center environment, with at least 2 years minimum in a leadership or supervisory role is a required.
• Medical Billing experience is a plus!
• Strong understanding of contact center operations and key performance metrics.
• Excellent communication and interpersonal skills, with the ability to effectively coach, motivate, and inspire team members.
• Proven track record of driving performance improvement and achieving KPI targets.
• Ability to multitask, prioritize workload, and adapt to changing priorities in a fast-paced environment.
• Proficiency in using contact center software and tools for monitoring, reporting, and analysis.
• Strong problem-solving skills and attention to detail.
• Commitment to providing exceptional customer service and maintaining high-quality standards.
• Flexibility to work shifts, including evenings, weekends, and holidays as needed.

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:
• Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development

A million possibilities are waiting to be ignited.