BPS – Team Leader

Full Time
Posted 3 years ago

Job Description / Responsibilities:

  • Strong Performance and People management abilities
  • Create and implement action plans for the processes and people not performing up to the desired level
  • Must have strong knowledge of Contact center matrices and should be able to create strategies for effective operations.
  • Must have strong data analytic skills
  • Coach and develop a team agent managing customer data queries/complaints/escalations for a loyalty Business
  • Ensure timely deliverables through daily reviews
  • Analyze daily performance indicators and encourage awareness and performance improvements
  • Manage performance objectives through the use of various Quality Tools
  • Manage and exceed all primary & secondary metrics including Client SLAs & Internal SLAs
  • Provide leadership, guidance, and feedback on individual performance using various coaching tools and client / internal feedback
  • Strong interpersonal skills, as well as verbal and written skills, required
  • Participate in various projects and continuous process improvement activities
  • Participate/lead client discussions in various forums like business reviews
  • Knowledge of quality improvement process including best practice methodologies will be preferred
  • Proven ability to make sound business judgments
  • Strong execution skills with a focus on clear, realistic & time-bound actions (SMART) goals
  • Working knowledge of MS Excel and Powerpoint


  • Bachelor of Science/Master of Science or any other relevant degree in life sciences
  • Must have at least 5-7 years of experience in Customer Service and Collections
  • Must have end to end knowledge of   US Hospital RCM (Pre-registration, Customer Service, Correspondence, Self-Pay Collections)
  • Must have excellent communication skills and should have managed international clients
  • Must have experience in managing Contact center processes
  • Must have strong knowledge of Contact center metrics and should be able to create strategies for effective operations
  • Must have strong data analytic skills
  • Expertise in Client Servicing and he/she should have had sufficient exposure to interaction with the client and discussing quality and performance metrics on a daily/weekly/monthly basis
  • Independently manage the team with minimum or no supervision and be able to achieve process SLA’s and KPI’s
  • Previous experience in setting up and managing a new process independently and interacting with key stakeholders
  • Experience in having implemented process improvement initiatives in the past to cover gaps or bring about a quantum shift in quality or efficiency of operations
  • Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
  • Should have a clear understanding of the Team management Role and must have Proven Coaching abilities
  • Strong Product & Process knowledge

What you’ll get:

  • 400k Medical HMO Insurance effective on Day 1
  • P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
  • Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.


  • Competitive salary package and HMO Benefits
  • Direct hire
  • Willing to join asap
  • Amenable to work in shifting schedule

Job Features

Job CategoryTeam Leader
Salary PackageCompetitive

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