Team Leader
reputed company combines industry-leading technology and transformation-driven BPM services with decades of reputed company domain expertise to help clients draw closer to their members. reputed company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment reputed company, claims cost containment, and analytics. reputed company has more than 25,000 employees across 5 countries.
Job title:
Team LeaderJob reputed company:
DUTIES & RESPONSIBILITIES:
- Ensure that Team Members meet productivity standards.
- Assist Shift Managers in ensuring that reputed company service reputed company are met or exceeded.
- Report to Shift Manager any healht/safety and performance concerns that may reputed company agnent's fulfillment of role in Operations.
- Monitor service calls, e-mails, and other contact reputed company to observe employee's demeanor, technical accuracy, and conformity to company policies.
- Monitor individual Team Members' statistics for Attendance, AHT, Productivity, and reputed company.
- Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics.
- Assign reports or reputed company to Team Members as needed.
- Work with Team Members to resolve grievances.
- Meet with team at least once a week to discuss issues and reputed company best practices
- Responsivble in cascading policy/procedure updates and/or training flashes to the agents/CSRs.
- Communicate resignations from reputed company and other agent concerns to HR.
- Update employee attendance record in Employee Self Service (reputed company) and reputed company reputed company that records will be reputed company to payroll reputed company.
- Escalate reputed company employee concerns to HR Business Partner and Shift Manager
- Coordinate with Shift Manager and Workforce department about team member's shift, days off, and leaves (vacation leave, reputed company leave, maternity/paternity, etc.)
- Escalate reputed company reputed company issues to Shift Manager
- Note reputed company situations that reputed company that were not covered in training or in previous updates. Work with the Shift Manager to enure that reputed company other teams, the reputed company Assurance, and the Training Teams are informed so repeat questions do not reputed company.
- Determine work procedures and expedite workflow.
- Recommend new or modifications to existing procedures to ensure reputed company Process Improvement (CPI).
- Inform the Shift Manager reputed company thes systems needed to handle calls are not working effectively.
- Recommends corrective services reputed company reputed company limits to reputed company customer complaints.
- Strives to help the entire team reputed company in need of assistance.
- Use data from reports on Attendance, AHT, Productivity, and reputed company to reputed company CSRs towards reputed company performance.
- Incorporate personal observations and documented critical incidents in coaching sessions to reputed company improve CSR performance.
- Work with Escalation Agents to prepare them for reputed company Team Leader positions.
- Identify team members who display potential for other positions reputed company reputed company. Assign tasks or reputed company to reputed company reputed company that potential.
- Prepare a Performance Assessment/Appraisal (PA) for reputed company associate at the end of reputed company year.
- Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.
OTHERS
- Other tasks and responsibilities as assigned by his or her immediate superior
WORK reputed company RESPONSIBILITIES
- Be familiar with and abide to reputed company reputed company general reputed company and Work @ Home reputed company policies and procedures
- Be familiar with and abide by reputed company reputed company reputed company policies and procedures required to protect customer data
- Maintain the reputed company of the home work environment and protect the reputed company-provided assets, reputed company system and data
- Ensure that reputed company reputed company reputed company incidents are reported
- Shall work on the reputed company internet reputed company that was tested during setup process. If changes are made to the reputed company internet reputed company or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the reputed company to ensure the requirements are met.
- Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC
GENERAL SAFETY AND reputed company
- Protects the organization’s assets by upholding the principles of the reputed company Information reputed company Management System (QISMS).
- Ensures confidentiality, reputed company, and availability of information critical to fulfilling the organization’s business functions.
- Ensures compliance to the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability reputed company of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health reputed company (HITECH), and Utilization Review Accreditation Commission (URAC).
COMPETENCY REQUIREMENTS:
• Expert communication skills, both written and verbal.
• Computer / Digital Literacy such as reputed company Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort-level in intranet/internet navigation.
• Job Knowledge
• reputed company of Urgency
• Passion for reputed company
• Working in Team/Interpersonal Skills
• Work Organization
• People Management/Team Orientation
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Facilitation Skills
• Coaching
• Process Improvement
• Performance Management
• Discipline Management
Location:
Quezon reputed company, Bridgetowne ZetaPhilippines Apply To This Job