Remote Healthcare Support Team Lead

Neolytix; Philippines; Remote; PHP 420,000 - 720,000; Full time

Job summary

Neolytix is seeking a results-driven Team Lead for its remote Customer Service group. You will lead a team of Customer Service Professionals, respond to client queries, and manage 1st level escalations to ensure alignment with SLAs.

You’ll monitor workflows, track attendance and productivity, and develop processes to improve efficiency and quality. This is a full-time, fully remote role supporting a global client base.

Responsibilities

• Lead a team of Customer Service Professionals.
• Respond to clients on any process related queries and manage 1st level escalations.
• Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLAs.
• Tracking and maintaining metrics for attendance, productivity, etc.
• Develop processes to improve productivity and quality of the team.
• Participate in new pilots projects and work towards proper transition of knowledge to team.
• Work with managers to resolve personnel problems or conflicts in the team.
• May perform follow-up work as required.
• Identify trends within the portfolio to aid collections and improve productivity.

Job description

Neolytix is seeking a results-driven Team Lead for its remote Customer Service group. You will lead a team of Customer Service Professionals, respond to client queries, and manage 1st level escalations to ensure alignment with SLAs.

You’ll monitor workflows, track attendance and productivity, and develop processes to improve efficiency and quality. This is a full-time, fully remote role supporting a global client base.