Team Lead (Legal/Utilization and Claims)

Highlights

• Competitive compensation and benefits packages
  
• Continuous professional development and learning opportunities
  
• Regular engagement activities and events
  

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OPERATIONS TEAM LEAD (LEGAL ACCOUNT)

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for an Operations Team Lead to be part of our team.

• He/She is responsible for managing the day-to-day operations of the Team assigned to him/her.
  

MAIN RESPONSIBILITIES

• Responsible for meeting overall Metrics for Quality Control
• Managing call center representatives, and providing coaching and development, in accordance with the metrics on their performance scorecard.
• Assisting with the development of policies, processes and reports.
• Performance management, including issuance of corrective action and due dismissal of underperforming staff in line with the company policies.
• Completing daily/weekly/monthly reports outlining individual and/or team performance such as, but not limited to attendance, QA and productivity reports.
• Tracking and reporting the teams needs which may include but are not limited to: IT needs, payroll and HR.
• Ensuring that members of the team are adhering to company policies such as but not limited to order handling guidelines, schedule adherence, internal leave and attendance policies, etc.
• Communicating updates to the members of the team following the principles of the 3-legged stool and changing communication.
• Meeting timelines for payroll, incentive and scorecard validation.
• Ensuring coverage in all queues and accordingly report challenges to appropriate groups.
• Responding to emails, zoom messages and other means of communication, in a timely manner.
• Other duties as assigned

REQUIREMENTS

• At least three (3) years of work experience in the BPO Industry, two (2) years of which in supervisory capacity for legal or utilization and claims account.
• Displays excellent verbal and written English language skills, with strong business writing skills.
• Displays ability to collaborate with employees across all levels and use different communication styles.
• Displays ability to use the computer using the Windows environment, including MS office applications, electronic mail, internet etc.
• Amenable to work on a nightshift schedule.
  
• Willing to work on site in 8th Robinsons Bridgetowne - Zeta Tower, Quezon City.