Provider Traditional Bohol Team Leader

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Provider Traditional Bohol Team Leader

DUTIES & RESPONSIBILITIES:

Internal Customer Relations:

• Communicate resignations in the team and other agent concerns to HR

• Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely. Escalate all employee concerns to HR-SBU and Shift Manager

• Coordinate with Shift Manager and Workforce department about team members’ shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc.)

• Escalate Quality related issues to his / her Shift Manager

Process Improvement:

• Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise

• Determine work procedures and expedite workflow

• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)

• Inform the Shift Manager when the systems needed to handle calls are not working effectively

• Recommends corrective services within client limits to adjust customer complaints

• Strives to help the entire team when in need of assistance

Staff Development:

• Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance

• Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance

• Work with Escalation Agents to prepare them for future Team Leader positions

• Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential

• Prepare a Performance Assessment (PA) for each CSR at the end of each year

Staff Management:

• Ensure that team members meet productivity standards

• Assist Shift Managers in ensuring that client service levels are met or exceeded

• Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations

• Monitor service calls, e-mails, and other contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies

• Monitor individual team members’ statistics for Attendance, AHT, Productivity, and Quality

• Recommend and apply corrective measures for team members who do not meet minimum performance metrics

• Assign reports or projects to team members as needed

• Work with team members to resolve grievances

• Meet with team at least once a week to discuss issues and share best practices

• Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs

Others:

• Take escalated calls from Escalation Agents or from CSAs in the absence of EAs

• Perform tasks assigned by his / her Shift Manager

• Prepare composite reports from individual reports of subordinates

• Actively assist in maintaining operational excellence on critical metrics such as service levels

• Render phone time as required/scheduled and when needed to help with Operations’ service levels, call volume, etc.)

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate

Iloilo, SM Strata TowerPhilippines