We are a dynamic Business Process Outsourcing (BPO) company seeking an experienced Team Lead to join our expanding team in the Philippines. We are specifically looking for someone with a background in medical and healthcare, including experience in credentialing, prior authorizations, billing, claims, and benefits.
Requirements/Qualifications:
Proven experience in managing small to large teams.
Expertise in Quality Assurance processes.
Call center management experience is essential.
Proficient in reporting and analysis.
Excellent command of English grammar.
In-depth knowledge of eCommerce platforms (Shopify, Magento, Woo Commerce, Big Commerce).
Familiarity with Customer Support Ticketing Platforms (Zendesk, Gorgias, Five9).
5+ years of hands-on Customer Support experience.
Strong leadership and team management skills.
Demonstrated abilities in performance evaluation, conflict resolution, and problem-solving.
Effective communication skills.
Tasks and Responsibilities:
Coordinate Customer Service Team(s) for various campaigns.
Provide direct customer support as needed.
Review and resolve escalations promptly.
Evaluate team members performance.
Contribute to process improvement initiatives.
Facilitate training for new hires and support agents/clients during the nesting period.
Review and approve timesheets via Bamboo HR.
Serve as a liaison between teams and clients when necessary.
Oversee attendance, performance, quality, coaching, and mentoring.
Collaborate closely with the QA team.
Conduct audits and coach agents on calls, emails, and possibly chats.
Attend bi-weekly management meetings.
Assist in maintaining SOPs, Knowledgebases, and Training Documents.
Daily check-ins with each team.
Thoroughly review each day's work to ensure agents meet KPIs, Metrics, and Goals.
Industry Experience:
eCommerce.
Medical Billing/Authorizations/Coding.
Customer Support (Phones, chats, and emails).
Proficiency in various platforms such as Zendesk, Shopify, Gorgias, Ship station, Freshdesk, Freshcaller, Freshchat, Hubspot, etc.
This is a long-term opportunity for individuals committed to growing with our company. Interested candidates, please submit your proposal along with your updated resume.
