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Team Leader I Onsite (Alabang/Makati) I Day Shift I CAN START ASAP

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The Details on Your Next Big Opportunity

Employment type: Full-Time

Shift: Mon - Fri, Day Shift

Work setup: Onsite, Makati/Alabang

Perks: Above-market salary, Global exposure

Job Responsibilities:

  • Oversees day to day team operations and performance
  • Assist & complete incoming and outgoing calls as well as other duties to support the team
  • Daily monitors and report of attendance of the team
  • Daily monitor and report of days wrap up including call team and cancellations (afternoon)
  • Monitoring and reporting of missed appointment report to Sales Head (weekly)
  • Coordination & delegation of any cancellation calls or rebooking’s that need to occur
  • Ensure Medical Typists reporting is up to date with their KPI’s
  • Maintains coordination with client management and collaborates with MS operations
  • Creates and assigns break/lunch schedule of team members, making sure service level is well maintained
  • Organizes staff's planned leave requests and submits them to client for approval
  • Delegates outbound calls to team members whenever necessary (voicemails & no-show call backs)
  • Listens to team members' feedback and resolves any issue
  • Provides regular coaching/feedback to staff
  • Complete monthly KPI reporting and associated tasks e.g. listening to calls for confirmation of booking errors
  • Organizes team bonding events (at least once quarterly) with inclusion of appreciation certificates for perfect attendance, most number of booked appointments, highest KPI score and any other positive reinforcement as you see fit
  • Collaborates with TA, MS Ops and client during hiring process of applicants
  • Handles training and development of new hires
  • Provides expertise as to how to improve team performance

Qualifications:

  • Minimum 2-4 years leadership experience
  • Contact Centre experience
  • Someone who is friendly and approachable, with strong leadership skills and a talent for mentoring others
  • In-depth knowledge of performance metrics
  • Strong computer skills
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
  • Ability to multi-task and prioritize is essential
  • Proven ability to recognize trends & identify issues
  • Proven ability to manage multiple projects simultaneously.
  • Ability lead a team and foster a fantastic inclusive and hard working team environment

Your Career, Elevated with These Benefits

  • Day 1 HMO coverage
  • Fixed weekends off
  • Free upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  • Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment