Team leader

Virtuale Staffing; Ormoc; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Virtuale Staffing is seeking a capable Supervisor to oversee day-to-day performance of a healthcare BPO team in a fast-paced environment. You will set goals, monitor KPIs, provide coaching, and support onboarding to ensure smooth transitions for new team members.

You will handle escalations, manage performance against productivity and quality targets, and collaborate with cross-functional teams to optimize workflows while maintaining HIPAA compliance and high service standards.

Qualifications

• Minimum 2 years of BPO experience, with at least 1 year of Team Leader/Supervisory experience.
• Healthcare BPO experience, preferably in Eligibility & Benefits / Insurance Verification.
• Strong understanding of US healthcare insurance, member eligibility, benefits, coverage, and payer processes.
• Experience managing team performance against productivity, quality, AHT, attendance, and SLA/KPI targets.
• HIPAA, data privacy, and healthcare compliance requirements.

Responsibilities

• Monitor performance, provide regular feedback, and conduct performance evaluations.
• Motivate the team to achieve KPIs and drive continuous improvement.
• Prepare reports and deliver progress updates to clusters or management.
• Ensure compliance with company policies, procedures, and quality standards.
• Facilitate team meetings and align objectives with company goals.
• Identify areas for process improvement and encourage continuous improvement culture.
• Resolve conflicts and handle escalated issues promptly and professionally.
• Assist in training and onboarding new team members.
• Coordinate with cross-functional teams to improve workflow and efficiency.

Skills

Team Leadership

BPO Experience

Performance Coaching

Healthcare Industry Knowledge

KPI Management

Job description

A supervisor oversees the day-to-day performance of employees and manages a team, shift, or department. They set goals, communicate objectives, monitor performance, support onboarding, and help new employees transition into their roles. Supervisors also use active listening to address concerns, recognize achievements, and assist in decisions on rewards and promotions.

Primary Responsibilities:

• Monitor performance, provide regular feedback, and conduct performance evaluations.
• Motivate the team to achieve individual and collective performance metrics (KPIs).
• Prepare reports and deliver progress updates to the respective clusters.
• Ensure compliance with company policies, procedures, and quality standards.
• Facilitate team meetings, communicate company updates, and align team objectives with company goals.
• Identify areas for process improvement and encourage a culture of continuous improvement
• Resolve conflicts and handle escalated issues promptly and professionally.
• Assist in training and onboarding new team members.
• Coordinate with cross-functional teams to improve workflow and efficiency.

Job Requirements:

• Minimum 2 years of BPO experience, with at least 1 year of Team Leader/Supervisory experience.
• Healthcare BPO experience, preferably in Eligibility & Benefits / Insurance Verification.
• Strong understanding of US healthcare insurance, member eligibility, benefits, coverage, and payer processes.
• Experience managing team performance against productivity, quality, AHT, attendance, and SLA/KPI targets.
• Ability to handle escalations, conduct performance coaching, and drive corrective action plans.
• Strong understanding of HIPAA, data privacy, and healthcare compliance requirements