Team Leader-Operations

Role: Team Leader (Healthcare account)

Experience: 6-8 years with at least 2 years experience in a supervisory role or similar

Skills: Excellent organizational, communication, leadership and decisive decision-making skills

Location: Muntinlupa, Philippines

We at Coforge are hiring Team Leader for Operations with the following skillset:

• Responsible for monitoring individual and team productivity and quality and providing feedback to management.
• Provides daily management, coaching and feedback to staff through account reviews, monitors and side-by-sides.
• Identifies specific improvement opportunities.
• Partners with Contact Center management to create specific action plans that address improvement opportunities for the lines of business.
• Completes all necessary skill certifications.
• Provides feedback to Contact Center management specifically his/ her direct reports who are supervisors.
• Coordinates the training of new hires. Manages the up-training of staff, ensuring staff has a full understanding of departmental procedures as well as individual job responsibilities, goals, and performance standards.
• Promotes teamwork and ensures the cross training of employees.
• Communicates to higher management the constructive suggestions of employees, while at the same time communicating to employees the policies, practices, objectives, and progress of the program.
• Identifies and implements work efficiencies through process improvement techniques.
• Demonstrates mastery of all area equipment and related non-exempt responsibilities.
• Performs all work in accordance with established health and safety procedures.
• Exercises leadership as well as technical supervision of the assigned employee group. Provide assistance in assigning, monitoring, and reviewing the progress and accuracy of work.
• Performs personnel tasks for the team such as exception time reporting, monthly performance reviews, timely, candid, constructive performance feedback and coaching, corrective counselling, and training.
• Participates with Managers in the hiring/selection process.
• This position has quality and productivity requirements tied to monthly performance.
• Participates in special projects as needed and perform other duties as assigned.