Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: Healthcare

Shift Schedule | Rest days: US Business hours

Educational Requirement:

• At least 2nd year completed

Work Experience:

• At least 2 years experience as Team Lead
• Preferred Healthcare experience
• Insurance background, claims processing, US benefits

Responsibilities:

• Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
• Quality Control & Compliance: Monitoring call/chat ...