Team leader

Virtual Staffing Solutions; San Isidro; On-site; PHP 350,000 - 550,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Supervisory/Team Leader for its Orm-Carlosta Operations in Leyte, Philippines. The role requires 2 years of BPO experience with at least 1 year in a supervisory capacity, and a solid understanding of US healthcare eligibility, benefits, and payer processes.

You will monitor performance, coach staff, handle escalations, ensure HIPAA compliance, and drive process improvements while coordinating with cross-functional teams to meet KPIs and customer goals.

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.
• Ability to handle escalations, conduct performance coaching, and drive corrective action plans.
• Strong understanding of HIPAA, data privacy, and healthcare compliance requirements.

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.

Skills

Team Leadership

BPO experience

Healthcare knowledge

HIPAA

Performance coaching

Data privacy

Job description

Carlosta, Ormoc City, Leyte, Eastern Visayas, Philippines

0 - 2 Years

REGULAR

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

Job Snapshot

Updated Date

Sep 07 2026

Department

Orm-Carlosta Operations

Location

Location Carlosta, Orm-Carlosta Operations