Team Leader

We're seeking Team Leader for the Healthcare BPO division, you will manage a team of Customer Service Representatives in delivering exceptional service to our clients. This full-time, office-based role in Metro Manila will have you leading a team of customer service professionals while ensuring the highest levels of quality and productivity.

What you'll be doing

• Supervise and coach a team of customer service agents, providing guidance and support to help them deliver outstanding service.
• Monitor team and individual performance, identify training needs and implement development plans.
• Ensure adherence to quality standards, policies and procedures.
• Foster a positive team culture and address any performance or behavioural issues promptly.
• Collaborate with other teams and departments to resolve escalated customer inquiries.
• Provide regular feedback and recommendations to management on team and process improvements.