Team Leader (Ortigas | Onsite)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 391,000 - 781,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP in Metro Manila is seeking a Supervisory Leader for Healthcare customer service teams. You will manage day-to-day operations across voice, email, and chat support, guiding performance and engagement.

The role emphasizes coaching, talent development, and cross-functional collaboration to meet targets, reduce attrition, and ensure process quality. Strong communication and problem-solving are essential for delivering reliable service outcomes.

Qualifications

• Experience in client relationship management within healthcare customer service.
• Background in Voice, Email, and Chat support for back-office or operations.
• Minimum 2 years of supervisory experience in BPO.
• Proven track record of achieving operational and performance goals.
• Strong leadership, coaching, and team-building abilities.
• Excellent verbal and written communication skills.
• Ability to motivate, engage, and inspire teams.
• Strong problem-solving and critical thinking.
• Excellent organizational and time management skills.

Responsibilities

• Lead day-to-day operations by directing, planning, supervising, and evaluating teams.
• Coordinate workflow to meet operational targets and volume.
• Plan and execute employee engagement, rewards, and recognition to drive performance and reduce attrition.
• Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions.
• Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates.
• Prepare fair, accurate, and comprehensive performance evaluations.
• Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss.
• Build strong working relationships and communicate key issues within the department or business unit.
• Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy.
• Manage conflicts using appropriate tools and handle operational concerns and special projects within scope.
• Ensure compliance with departmental, business unit, and regulatory standards and practices.
• Manage resources and expenses in accordance with financial guidelines and company policies.
• Perform other duties as assigned from time to time.

Skills

Client relationship mgmt

Healthcare CS

Voice & non-voice

Supervisory experience

Performance management

Leadership & coaching

Verbal & written communication

Motivation & engagement

Problem-solving

Time management

Job description

Job Qualifications

Required Skills and Experience

• Strong background in client relationship management

• Experience in Healthcare Customer Service, Back Office, Voice, Email, and Chat

• Solid foundation in handling both voice and non-voice accounts

• At least one (2) year of supervisory experience in the BPO industry

• Proven track record of achieving operational and performance goals

• Strong leadership, coaching, and team-building capabilities

• Excellent verbal and written communication skills

• Ability to motivate, engage, and inspire team members

• Strong problem-solving and critical thinking skills

• Excellent organizational and time management skills

Job Description and Responsibilities

• Lead and manage day-to-day operations by directing, planning, supervising, and evaluating the performance of assigned teams

• Coordinate workflow to meet operational targets and volume requirements

• Plan and execute employee engagement, rewards, and recognition initiatives to drive performance and reduce attrition

• Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions

• Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates

• Prepare fair, accurate, and comprehensive performance evaluations

• Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss

• Build strong working relationships and communicate key issues within the department or business unit

• Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy

• Manage conflicts using appropriate tools and handle operational concerns and special projects within scope

• Ensure compliance with departmental, business unit, and regulatory standards and practices

• Manage resources and expenses in accordance with financial guidelines and company policies

• Perform other duties as assigned from time to time