Team Leader for QC (Healthcare)

Concentrix; Iloilo; On-site; PHP 279,000 - 446,000; Full time

Job summary

Concentrix is seeking a motivated supervisor to lead a team of call center associates at the UP Ayala Technohub onsite location. You will coach, mentor and manage performance to ensure timely delivery of results while maintaining high quality service.

The role requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and willingness to work a flexible schedule. Healthcare background is preferred.

Qualifications

• Associates degree preferred with 2–4 years of relevant experience.
• Strong coaching and mentoring abilities to develop team members.
• Excellent written and verbal communication skills.
• Proven ability to lead a team in multitasking, prioritization and meeting timelines.
• Willingness to work a flexible schedule.
• Onsite setup for UP Ayala Technohub.
• Healthcare background is preferred.

Responsibilities

• Supervise a group of call center associates, monitor work and attendance per policy.
• Coach direct reports regularly to meet performance metrics weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and contractual financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide SME support for escalated customer calls as needed.
• Conduct team meetings and organize team activities to maintain open communication.
• Stay updated on internal processes and policies; attend manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Coaching

Communication

Leadership

Mentoring

Flexibility

Healthcare knowledge

Education

Associate's degree in related field

Job description

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
• Onsite setup for UP Ayala Technohub
• Background in Healthcare is preferred.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members