Team Lead

Sagility; Iloilo; On-site; PHP 446,000 - 725,000; Full time

Job summary

Sagility is seeking a dedicated supervisor to lead a healthcare associate team in a high-volume contact center environment. The role emphasizes coaching, performance tracking, and ensuring service levels across calls, emails, and other contact channels.

You will work with the Shift Manager to optimize workflows and drive continuous improvement. Ideal candidates have a Bachelor’s degree in Management, Life Science, or Marketing and 1-2 years in a leadership role, with a focus on quality assurance

Qualifications

• Bachelor's degree in Management, Life Science, or Marketing.
• 1-2 years of leadership experience.
• Ability to coach and improve team performance.

Responsibilities

• Lead and coach Health Care Associates to meet productivity standards.
• Ensure client service levels are met or exceeded.
• Monitor calls, emails, and other contacts for quality and policy adherence.
• Prepare reports and performance appraisals.
• Coordinate with Shift Manager and departments to improve processes.
• Resolve grievances and escalate quality issues.
• Determine work procedures and expedite workflow.
• Communicate payroll attendance and schedule information.

Skills

Leadership

Coaching

Performance management

Quality assurance

Customer service

Data analysis

Reporting

Workflow optimization

Grievance resolution

Education

Bachelor's degree in Management, Life Science, or Marketing

Job description

• Minimum 4 year college degree with degree in Management, Life Science, or Marketing.

Experience:

• At least 1-2 years leadership experience.
• Ensure that Team Members meet productivity standards.
• Help Shift Managers in ensuring that client service levels are met or exceeded.
• Monitors service calls, e-mails and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
• Recommends corrective services within client limits to adjust customer complaints.
• Works with Operations Floor Manager to further develop so repeat questions do not arise. Strives to help the entire team when in need of assistance.
• Determines work procedures, and expedites workflow.
• Issues written and oral instructions to representatives for all team in conjunction with meeting performance measurements.
• Monitors all areas of performance metrics to assure that standards are met across the board.
• Informs all parties when system is not working effectively. Works with Call Center Director to develop better ways for system to improve quality.
• Works with team members to resolve grievances.
• Prepares composite reports from individual reports of subordinates.
• Take calls/escalated calls when service level demands it
• Take calls on predetermined schedule
• Use data from reports on Attendance, Productivity, and Quality to coach Health Care Associate towards better performance.
• Incorporate personal observations and documented critical incidents in coaching sessions to further improve the employees’ performance.
• Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
• Prepare a Performance Appraisal (PA) for each Health Care Associate at the end of each year.
• Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise.
• Determine work procedures and expedite workflow.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Inform the Shift Manager when the systems needed to handle calls are not working effectively.
• Communicate resignations in the team and other agent concerns to HR.
• Submit employee attendance records to payroll. Escalate all payroll concerns to his / her Shift Manager.
• Coordinate with Workforce Manager about team members’ days off, vacation leave, and sick leave.
• Escalate Quality related issues to his / her Shift Manager