What are the responsibilities and job description for the Call Center Team Leader ( Team Leader PH) position at Carenet Health?
Overview :
Are you a driven leader with a passion for achieving goals and fostering growth and innovation?
Carenet Health is looking for a seasoned Team Leader to become part of our growing team!
About the Role :
The Team Leader is responsible for ensuring the team meets productivity and quality standards while handling a high volume of service requests from providers and members. This is a non-clinical role.
Work Set Up : Onsite Location : Makati ( V Corp Bldg near Makati Avenue- Buendia area) Schedule : Shifting with weekends ( majority of night shift)
Responsibilities :
Here's how you can help the team :
- Manage the operational activities of assigned staff, ensuring a balance between optimal productivity and service level goals. Act as a knowledge resource for the team, providing guidance and proactive consultative advice.
- Ensure the team meets quality standards through regular call monitoring audits, coaching, and counseling.
- Cultivate strong relationships with clients, prioritizing quality service, anticipating future needs, and working with the Team Manager to resolve potential issues before they escalate. Continuously enhance the quality of Carenets service offerings.
- Support employee development through training, coaching, mentoring, and providing appropriate learning opportunities to foster a highly motivated and high-performing team.
- Respond to service needs, ensuring issues are fully resolved.
- Assess callers needs and assist with issues related to patient care.
- Adapt communication style to effectively engage with individuals from diverse personal, professional, cultural, and socio-economic backgrounds.
- Evaluate the teams hiring, staffing, and training needs, and make recommendations to the Team Manager.
Qualifications :
Bachelor's Degree or General Education plus at least 2 years of supervisory experience in BPO setting
At least 3 years of solid experience as a Team Leader in a call center environment preferably inbound vertical
Excellent verbal and written communication skills
Proficient in technical / computer skills including word processing, spreadsheets, email, database management, and internet software.
Demonstrates a strong work ethic, with a commitment to delivering high-quality results.
At Carenet Health, were relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.
