Senior Team Leader
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
28 days ago
Vacancies:
1 Vacancy
Job Summary
The Senior Team Leader will oversee multiple workstreams within the healthcare insurance line of business including inbound member and provider support back-office and claims processing and accounting billing and collections. This role ensures that all teams meet service level targets maintain quality standards and deliver consistent client satisfaction.
The Senior Team Leader is accountable for team performance metrics such as AHT (Average Handle Time) Quality Attendance Opportunity Cost and CSAT while driving operational excellence through coaching reporting process documentation and collaboration with internal and client stakeholders.
Key Responsibilities
Operations & Performance Management
- Manage daily operations of inbound back-office claims and billing teams to ensure SLA compliance.
- Monitor and control key performance metrics including AHT Quality Absenteeism and Opportunity Cost.
- Forecast and allocate resources effectively to support operational volume and client demands.
- Collaborate with Workforce and Quality teams to maintain service consistency and accuracy.
Client Relationship & Escalation Handling
- Serve as the primary escalation point for client issues and ensure timely resolution.
- Coordinate directly with clients on escalated member or provider concerns.
- Present performance updates and improvement initiatives during Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
- Maintain transparency and trust through proactive communication and reporting.
Reporting & Business Reviews
- Manage the creation and submission of all operational reports including productivity SLA and quality scorecards.
- Analyze trends and variances to identify risks and improvement opportunities.
- Create and maintain WBR decks tracking weekly updates on performance headcount and key metrics.
- Ensure timely delivery of accurate performance reports to clients and leadership.
Coaching Training & Quality
- Conduct regular coaching sessions for team leaders providers and member support agents.
- Facilitate calibration sessions with the QA and client teams to align performance expectations.
- Review quality audit findings and lead initiatives to address performance gaps.
- Coordinate refresher training sessions and knowledge-sharing activities.
- Ensure all training content and SOPs are documented updated and implemented.
Team Leadership & Employee Engagement
- Supervise and mentor team leaders and agents to achieve department and individual goals.
- Drive employee engagement through recognition feedback and development planning.
- Monitor attendance adherence and productivity metrics to ensure staffing efficiency.
- Create and execute action plans for absenteeism low quality or missed KPIs.
Requirements
- Bachelors degree in Business Healthcare Management or related field.
- 35 years of leadership experience in a BPO or healthcare insurance account.
- Proven background in managing inbound service back-office claims and billing operations.
- Strong understanding of healthcare processes HIPAA compliance and data privacy.
- Proficiency in Microsoft Office (Excel PowerPoint Outlook) and reporting tools.
- Experience in WBR/MBR presentation data analytics and performance management.
- Excellent written and verbal communication skills.
Key Skills & Competencies
- Team Leadership and Coaching
- Service Level &; Quality Management
- Client Relationship and Escalation Handling
- Data Analysis and Reporting
- Process Documentation & SOP Management
- Workforce Planning and Attendance Control
- Business Review (WBR/MBR) Creation and Delivery
- Strategic Thinking and Problem Solving
Performance Metrics
- Service Level Achievement (SLA) % of calls/claims resolved within targets
- Average Handle Time (AHT) Maintained within client-defined thresholds
- Quality Audit Score 95% or client SLA
- Attendance / Absenteeism Rate 5% monthly
- Opportunity Cost Maintained below 4%
- Escalation Resolution Rate 100% within SLA
- Client Satisfaction Score (CSAT/NPS) Target met or exceeded
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learnings
Required Experience:
Senior IC
Key Skills
- React Native
- Employee Evaluation
- Stream and River Restoration
- Office Experience
- Automotive Diagnostics
- Auto Restoration
- Leadership Experience
- Mentoring
- Public Speaking
- Supervising Experience
- DynamoDB
- Google Suite
About Company
SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States. Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, S ... View more
