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Team Leader

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Role Summary:
The Team Leader provides a consistent excellent quality customer service experience for Group Benefits members, sponsors and providers who contact the Asia Service Centre Philippines by ensuring the Client Care Representatives (CCRs) and SMEs are motivated,coached, developed and skilled to meet the SLAs and performance targets. 

Main Accountabilities:
  • Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
  • Ensure a high retention of employees
  • Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success
  • Analyze metrics and ensure Supervisors are taking appropriate and timely action
  • Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
  • Foster a work environment that values the people and encourages participation,creativity, learning and accountability
  • Responsible for employee recruitment in order to meet business objectives
  • Identify opportunities for process and system improvements
  • Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic

  • University degree with 5-7 years in an International call center, at least 2 years of experience being a TL handling an inbound healthcare insurance/ complex inbound account
  • Must have CSAT as one of KPIs
  • Willing to work in night shift
  • Proven leadership capability and a strong results orientation
  • Ability to influence change through positive motivation
  • Strong coaching, leading and performance management skills
  • Excellent change management skills
  • Strong communication skills (verbal and written)
  • Previous experience in a Six Sigma and/or Lean environment
  • Must have strong internet connection at home (25Mbps- up)
  • Interview will be done via phone/zoom