Team Leader (GH-PH PES)

Position Overview:

The Team Leader will be responsible for managing and overseeing the activities of a team of Patient Education Specialists ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics and provides the necessary support and assistance in order for metrics to be improved on attained or exceeded.

• Regularly performs tasks related to team management (i.e. coaching and mentoring performance feedback-giving) as well as data reporting on the teams performance. Performs administrative duties for the team (i.e. payroll templates).

• Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets enhance the productivity of the account and the overall profitability of the company.

Specific Responsibilities:

• Direct line management for Helpware with a size of 10-15 agents.

• Manage Performance behavior through effective communication by doing regular team meetings mentoring and coaching.

• Regularly review and analyze performance to drive effectiveness and address areas for opportunities.

• Ensure that agents have an understanding of the companys mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.

• Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.

• Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.

• Must have excellent time management skills.

• Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks

• Must have excellent project management skills and client management.

Qualifications:

• Graduate of BS Nursing
• Preferred: Has active PHRN License.
• Minimum of 2 years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.

• Proven work experience as a team leader or supervisor.

• In-depth knowledge of performance metrics.

• Excellent communication and leadership skills.

• Organizational and time-management skills.

• Excellent decision-making skills

• Must be amenable to work on graveyard and shifting schedules.

Initial Interview: Experience:

Manager