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Call Center Team Leader - PH

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

2 years experience as a Call Center Team Leader.

Key responsabilities:

Act as subject matter expert and manage daily activities of Call Center Specialists.
Provide training, coaching, and performance management support to team members.
Prepare documentation for corrective actions and performance action plans.

Patra Corporation Insurance XLarge https://www.patracorp.com/

5001 - 10000 Employees

See more Patra Corporation offers

Job description

About Patra

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Core Duties

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Patra Core Competencies

Knows the Business
Leads Others
Accountable
Team Player

Core Duties By Competency

Knows the Business

Act as subject matter expert for all work-related duties
Stay current on internal work processes, policies, and procedures
Attend leadership development trainings
Support the recruiting team, conduct interviews, and endorse applicants to the clients

Strong leadership, people management, administrative support
Meet the client’s requirements and deadlines, respond to emails

Leads Others

Manage and direct the daily activities of the Call Center Specialists, inducing creative resource planning, recruitment, and performance management
Provide operational guidance to train, coach, monitor, support, inspire, and promote discipline among team members
Provide regular feedback and coaching based on statistical and historical data

Accountable

Maintain employee attrition and absenteeism within controllable limits

Weekly/monthly Manager’s reports
Prepare documentation to ensure corrective action is taken to address behavioral or performance-related issues/opportunities of team members and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and or project-to-date
Prepare performance action plans for team members to address quality, client relationship and other performance metrics

Team Player

Demonstrate company core values and culture
Work well with Patra colleagues, clients and, external contacts
Committed to personal responsibility and value for safety and respect

Communicate concerns
Uses and promotes safe, respectful behaviors based on training and lessons learned

Minimum Requirements

2 years experience as a Call Center Team Leader

Working Conditions

Work from home
Minimum internet speed of 6 mbps download and 3 mbps upload; Directly connected into modem; No satellite

Work Standards

Interpersonal Skills:

Demonstrates the ability to work well with Patra colleagues and clients and with external organizations

Promotes Culture of Respect & Safety:

Demonstrates commitment to personal responsibility and value for safety and respect; Communicates concerns
Uses and promotes safe respectful behaviors based on training and lessons learned
Subject to and expected to comply with all applicable Patra Corp policies and procedures

Equal Employment Opportunity

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.