Contact Center Team Lead (UK Support), Manila
Core
Operational and people leader for a Manila-based contact center team supporting patients in the UK and other regions via a healthcare platform.
Role type
Senior Team Lead (Contact Center)
Builds
Patient support interactions and operational stability for a global healthcare platform
Domain
Healthcare / Customer Support
Deliverable
dashboards & analysis
Required skills
Team management, performance management, data analysis, stakeholder engagement, escalation management, process improvement, hiring support, culture building
Preferred skills
Healthcare support experience, Zendesk, remote work experience
Technologies
Google Suite, Slack, Notion, Zendesk
Responsibilities
Run daily stand-ups and manage ticket assignment/workload balance, conduct weekly 1:1 performance reviews and coaching, own data analysis and reporting on KPIs/CSAT, manage escalations for complex patient situations, drive process improvement initiatives, support hiring and PIP management
Seniority
Senior, hands-on IC