Team Leader

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
  • 13^th 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"!