US Healthcare Ops Team Lead - Night Shift

TechNerds Solutions; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

TechNerds Solutions is seeking an Operations Team Lead - US Healthcare to join our BPO operations in the Philippines. You will guide a team of representatives, coach them to meet KPIs, and drive performance in a fast-paced, client-focused environment.

Responsibilities include coaching, training, workload management, policy improvement, and collaboration with Client Success/Operations managers to align with business needs while maintaining our culture and standards.

Qualifications

• 3+ years in BPO with at least 1 year in a supervisory role.
• Experience supporting US Healthcare accounts preferred.
• Strong verbal and written English with business writing skills.
• Proven coaching, leadership and people management abilities.
• Ability to collaborate across levels and manage queues with KPI focus.
• Proficient in Windows and MS Office.

Responsibilities

• Manage a team of representatives and provide coaching and development in accordance with their KPIs.
• Develop team capability by coordinating and/or conducting training and other development activities.
• Manage work queues and ensure adequate coverage to meet required service levels.
• Assist with the development and improvement of policies, processes, and reports related to team performance.
• Monitor team performance and identify opportunities for improvement to ensure operational targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and behavioral concerns and carry out disciplinary actions in accordance with company policies and procedures.
• Collaborate with the Client Success Manager and/or Operations Manager on operational concerns, team performance, and business requirements.
• Perform other duties and responsibilities as may be assigned.

Skills

Coaching

Leadership

People management

English communication

US Healthcare knowledge

BPO experience

Night shift

Tools

MS Office

Windows environment

Job description

TechNerds Solutions is seeking an Operations Team Lead - US Healthcare to join our BPO operations in the Philippines. You will guide a team of representatives, coach them to meet KPIs, and drive performance in a fast-paced, client-focused environment.

Responsibilities include coaching, training, workload management, policy improvement, and collaboration with Client Success/Operations managers to align with business needs while maintaining our culture and standards.