We are looking for a Team Lead to start ASAP!!!
We are looking for a Team Lead to start ASAP!!!
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Job Description
We are a dynamic Business Process Outsourcing (BPO) company seeking an experienced Team Lead to join our expanding team in the Philippines. We are specifically looking for someone with a background in medical and healthcare including experience in credentialing prior authorizations billing claims and benefits.
Requirements/Qualifications:
Proven experience in managing small to large teams.
Expertise in Quality Assurance processes.
Expertise in Training processes.
Call center management experience is essential.
Proficient in reporting and analysis.
Excellent command of English grammar.
In-depth knowledge of eCommerce platforms (Shopify Magento Woo Commerce Big Commerce).
Familiarity with Customer Support Ticketing Platforms (Zendesk Gorgias Five9).
5 years of hands-on Customer Support experience.
Strong leadership and team management skills.
Demonstrated abilities in performance evaluation conflict resolution and problem-solving.
Effective communication skills.
Tasks and Responsibilities:
Coordinate Customer Service Team(s) for various campaigns.
Provide direct customer support as needed.
Review and resolve escalations promptly.
Evaluate team members performance.
Contribute to process improvement initiatives.
Facilitate training for new hires and support agents/clients during the nesting period.
Review and approve timesheets via ODOO
Serve as a liaison between teams and clients when necessary.
Oversee attendance performance quality coaching and mentoring.
Collaborate closely with the QA team.
Conduct audits and coach agents on calls emails and possibly chats.
Attend bi-weekly management meetings.
Assist in maintaining SOPs Knowledgebase and Training Documents.
Daily check-ins with each team.
Thoroughly review each days work to ensure agents meet KPIs Metrics and Goals.
Industry Experience:
eCommerce.
Medical Billing/Authorizations/Coding.
Customer Support (Phones chats and emails).
Proficiency in various platforms such as Zendesk Shopify Gorgias Ship station Freshdesk Freshcaller Freshchat Hubspot etc.
This is a long-term opportunity for individuals committed to growing with our company. Interested candidates please submit your proposal along with your updated resume at
Required Experience:
Manager
Employment Type
Full-Time
