Call Center Team Leader ( Team Leader PH)

Here's how you can help the team: 

•  Manage the operational activities of assigned staff, ensuring a balance between optimal productivity and service level goals. Act as a knowledge resource for the team, providing guidance and proactive consultative advice.
• Ensure the team meets quality standards through regular call monitoring audits, coaching, and counseling.
• Cultivate strong relationships with clients, prioritizing quality service, anticipating future needs, and working with the Team Manager to resolve potential issues before they escalate. Continuously enhance the quality of Carenet’s service offerings.
• Support employee development through training, coaching, mentoring, and providing appropriate learning opportunities to foster a highly motivated and high-performing team.
• Respond to service needs, ensuring issues are fully resolved.
• Assess callers’ needs and assist with issues related to patient care.
• Adapt communication style to effectively engage with individuals from diverse personal, professional, cultural, and socio-economic backgrounds.
• Evaluate the team’s hiring, staffing, and training needs, and make recommendations to the Team Manager.

• Bachelor's Degree or General Education plus at least 2 years of supervisory experience in BPO setting

• At least 3 years of solid experience as a Team Leader  in a call center environment preferably inbound vertical 

• Excellent verbal and written communication skills

- Effectively collaboration with his team and the management

- Skilled in delivering presentations, reports, and feedback in a professional and persuasive manner.

• Proficient in technical/computer skills including word processing, spreadsheets, email, database management, and internet software.

• Demonstrates a strong work ethic, with a commitment to delivering high-quality results.

- Maintains a high level of professionalism, integrity, and accountability in all tasks.

- Displays a strong sense of responsibility and a willingness to go above and beyond to meet organizational goals.

At Carenet Health, we’re relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.