Team Leader at FGC+

Davao City, Davao Region, Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Oct, 26

Salary

0.0

Posted On

21 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, KPI Monitoring, Coaching, Performance Management, Quality Assurance, Escalation Management, Reporting, Process Improvement, Contact Center Operations, Interpersonal Communication, Problem Solving, Medical Billing

Industry

Outsourcing and Offshoring Consulting

Description

About the Job: As a Team Leader at our contact center, you will play a pivotal role in ensuring the smooth operations of our teams. You will be responsible for supervising a group of Pros, reviewing key performance indicators (KPIs), providing coaching and development opportunities, and implementing performance improvement plans as necessary. Your leadership will be essential in maintaining high-quality service standards and fostering a positive and productive work environment. What You'll Do: Supervision and Support: Provide day-to-day supervision and support to a team of Pros. KPI Monitoring: Regularly review and analyze team and individual KPIs for the specific campaigns assigned to. Coaching and Development: Conduct regular coaching sessions with Pros to provide feedback, address performance issues, and identify opportunities for improvement. Training: Assist in the training and onboarding of new Pros, ensuring they have the necessary skills and knowledge to perform their roles effectively. Performance Improvement Plans (PIPs): Develop and implement performance improvement plans for underperforming Pros, providing clear goals and support to help them succeed. Quality Assurance: Monitor customer interactions to ensure adherence to company policies, procedures, and quality standards. Escalation Management: Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner. Reporting: Prepare and present regular reports on team performance, trends, and areas for improvement to management. Team Engagement: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement. Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve overall service delivery. What You'll Bring: Bachelor's degree or equivalent work experience. Previous experience in a contact center environment, with at least 2 years minimum in a leadership or supervisory role is a required. Medical Billing experience is a plus! Strong understanding of contact center operations and key performance metrics. Excellent communication and interpersonal skills, with the ability to effectively coach, motivate, and inspire team members. Proven track record of driving performance improvement and achieving KPI targets. Ability to multitask, prioritize workload, and adapt to changing priorities in a fast-paced environment. Proficiency in using contact center software and tools for monitoring, reporting, and analysis. Strong problem-solving skills and attention to detail. Commitment to providing exceptional customer service and maintaining high-quality standards. Flexibility to work shifts, including evenings, weekends, and holidays as needed. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"!

Responsibilities

Supervise a team of contact center professionals by monitoring KPIs and providing regular coaching and development. Manage quality assurance, handle customer escalations, and implement performance improvement plans to maintain service standards.