Key Facts

Remote From:

Philippines

Category: Call Center Agent

Full time

Mid-level (2-5 years)

English

Hard Skills

Call Center Experience Performance Management KPI Reporting Process Improvement Customer Experience Improvement

Other Skills

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Leadership
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Analytical Skills
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Team Building
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Report Writing
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Communication
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Social Skills
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Problem Solving

Roles & Responsibilities

At least 3–5 years of experience in voice/call center operations
Leadership experience preferred (Team Lead, Supervisor, or Manager level)
Strong knowledge of call center metrics and performance management
Excellent communication and interpersonal skills

Requirements:

Manage and oversee day-to-day operations of the voice/call center team
Monitor team performance and ensure achievement of KPIs
Lead, coach, and develop team leaders and agents to drive performance and engagement
Analyze call center metrics and implement process improvements

Vector Outsourcing Solutions Philippines

About Vector Outsourcing Solutions Philippines

At Vector Outsourcing Solutions Phils. Inc, our mission is to establish ourselves as the ‘Best in Class’, in the delivery of healthcare management services and billing services. We handle each and every client as if they are our only client by providing individualized business plans and keeping the client informed of the ever changing healthcare industry. Our attentiveness to your billing, your practice needs and your path to success will exceed all expectations. We believe that our success can only be measured through the success of the medical practices we manage.We are fast growing US based healthcare BPO supporting medical groups, dental groups, diagnostic laboratories, urgent care centers and other ancillary health care providers. Join us now and end up on top as we continue to expand.Vision:To improve healthcare delivery by placing the needs of both providers and patients at the forefront and delivering exceptional customer serviceMission:To provide world class customer service, that drives efficiency and progress within the healthcare system, by working together in a culture of continuous improvement and innovationValues:TransparencyHonestyAccountabilityTrustResponsibilityEfficiencyAdaptabilityInnovationRespect

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Job Description:

Manage and oversee day-to-day operations of the voice/call center team
Monitor team performance and ensure achievement of KPIs
Lead, coach, and develop team leaders and agents to drive performance and engagement
Analyze call center metrics and implement process improvements
Ensure quality standards and compliance with company policies
Handle escalations and resolve complex customer issues
Collaborate with other departments to improve customer experience
Prepare reports and provide insights to senior management

Minimum Qualifications: