Job Description
Start Date: ASAP
Type of Support: Voice
Work Arrangement: 100% Onsite (Quezon City)
Nature of the Account: Healthcare
Shift Schedule | Rest days: US Business hours
Educational Requirement:
- At least 2nd year completed
Work Experience:
- At least 2 years experience as Team Lead
- Preferred Healthcare experience
- Insurance background, claims processing, US benefits
Responsibilities:
- Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
- Quality Control & Compliance: Monitoring call/chat ...