Operations Team Lead | US Pioneer Account

Grab the opportunity, achieve your highest potential with iOPEX Technologies!

We are looking for awesome and talented Operations Supervisors who wants to join our growing #happyatwork team!

Available accounts:

• US Healthcare account (Voice)
• US Healthcare account (Non-voice)
• Local Tagalog Healthcare account - (Voice/Non voice)

Job Description:

• Handle appropriate escalations and communicate to stakeholders when necessary
• Provide necessary training to new agents, as well as provide upskill training to tenured ones upon new department function or availability.
• Address client’s needs through email: Daily Forecast, Training Needs, Data Analysis, and Reporting needs and assistance
• Establish and reinforce the team and individual metrics to drive performance
• Provide coaching and performance monitoring of team members
• Ensure timely communication of changes and new strategies to the team
• Meet performance standards, metrics and set goals set by the department.
• This includes analyzing data, quality monitoring, coaching to strengths and opportunities.
• Answering procedural and navigational questions, conducting side by side coaching and
• Conducting team huddles and team meetings and updates are sent out.
• Develops and maintains positive relationships with clients through excellent customer relation.
• Attend meetings and calibrations with the client and cascade the same to the team
• Addresses client inquiries and ensures their needs are consistently met in a timely manner.
• Provide management with support in establishing process improvement to benefit of the customer, the employee and the management

Requirements:

• At least 1 year of experience as a Team Lead in a Call Center
• Must know how to handle and improve Net Promoters Score and other needed metrics
• Leadership and team building skills
• People management and development skills
• Basic project management skills
• General understanding of business and business needs
• Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Exciting employee engagement activities
• Supportive #iopexHappyatwork Team
• Training and learning sessions
• Fast career growth
• Accessible location
• HMO on the third month
• OT/Holiday pay
• Leave credits
• Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

• Please make sure to complete this application form: |
• Send a message to09178246345 (Yana)

• For Faster transactions - Walk in and look for Yana - our office is located in SIX/NEO (previously Net Lima) 12th Floor 26th street 5th avenue BGC, Taguig

• Flexible hours available
• 1 year of relevant work experience required for this role
• Working rights required for this role