Job Description
Are you a seasoned leader ready to make a significant impact in the healthcare sector? WNS is currently seeking a highly motivated Team Lead to oversee our operations in Quezon City. In this key role, you will be the driving force behind our Healthcare Account, ensuring top-tier service delivery and operational excellence. You will lead a diverse team, mentor staff, and implement strategic initiatives to enhance overall customer satisfaction. We are looking for a dedicated professional who thrives in a fast-paced BPO environment and is passionate about driving team performance. Join us to shape the future of client support and enjoy a dynamic career path with a global leader in Business Process Management.
Responsibilities
- Lead, manage, and motivate a team of customer service representatives to achieve daily and monthly operational goals.
- Monitor team performance metrics, including call quality, productivity, and adherence to schedules, to ensure high service standards.
- Coordinate daily operations and effectively resolve escalated customer issues to ensure seamless service delivery.
- Conduct regular training sessions, coaching, and performance feedback to foster professional development and skill enhancement.
- Collaborate with other departments to optimize workflows, improve processes, and elevate the overall customer experience.
- Analyze performance data and trends to identify areas for improvement and implement effective solutions.
- Ensure strict compliance with company policies, healthcare regulations, and industry standards at all times.
Qualifications
- Bachelor's degree in any field or equivalent work experience in a relevant industry.
- Minimum of 3-5 years of experience in a BPO or Customer Service environment.
- Proven leadership experience as a Team Lead, Shift Supervisor, or similar role.
- Excellent communication and interpersonal skills, both verbal and written.
- Strong problem-solving abilities and the capacity to make effective decisions under pressure.
- Ability to work in a fast-paced, high-volume environment while maintaining a positive attitude.
- Familiarity with healthcare or medical billing terminology is a distinct advantage.