Responsibilities
- Lead daily stand-up meetings to align the team on ticket strategies, priorities, obstacles, and updates, ensuring all agents begin each day informed and focused.
- Oversee ticket queues, assign cases to agents, and balance workloads across the team, including managing backlogs and absorbing overflow from other teams when necessary.
- Serve as the primary support contact for agents, maintaining an accessible, responsive, and supportive presence to promote team success.
- Work closely with peer team leads to share insights, resolve blockers, and maintain high standards in leadership performance.
- Conduct weekly one-on-one performance discussions with each agent, offering structured feedback, coaching, and active listening.
- Prepare for each one-on-one by consulting with QA analysts to ground feedback in both performance metrics and qualitative observations.
- Ensure agents meet established KPIs through consistent, fair, and transparent accountability practices.
- Detect performance issues early, create targeted improvement plans, and escalate significant concerns to the Service Delivery Lead with documented evidence and recommendations.
- Cultivate a psychologically safe and supportive environment where agents feel comfortable voicing concerns, asking questions, and developing professionally.
- Take ownership of data analysis and reporting at individual, team, and functional levels.
- Monitor and report on key performance indicators as defined with leadership, delivering both numerical results and contextual insights.
- Produce weekly, monthly, and cycle-based reports that include progress against targets and SLAs, along with actionable plans to address gaps.
- Analyze customer satisfaction (CSAT) data proactively to uncover trends and root causes, not just surface-level metrics.
- Deliver personalized weekly performance summaries to each agent, combining quantitative outcomes with qualitative feedback, including CSAT drivers.
- Identify and communicate cross-functional trends and insights to appropriate stakeholders.
- Attend, prepare for, and actively participate in recurring meetings such as Patient Ops Weekly Priorities, PX/MS Weekly Process Updates, and one-on-ones with the Service Delivery Lead.
- Enter every meeting prepared with insights and perspectives, ready to contribute meaningfully and constructively.
- Serve as the initial escalation point for complex or sensitive patient cases before referral to the escalation team or Senior Associate.
- Evaluate incoming escalations promptly and accurately, resolving within scope or escalating further as needed.
- Communicate escalation details efficiently and clearly to relevant parties, supported by concise data.
- Handle ad-hoc responsibilities as they arise, including hiring coordination, performance improvement plan management, and follow-up on specific issues.
- Approach unplanned tasks with adaptability and ownership, ensuring all work—planned or spontaneous—is executed with discipline.
- Act as a Culture Champion by consistently demonstrating organizational values and operational principles in daily actions and decisions.
- Lead with empathy and compassion while upholding strong professional standards across the team.
- Ensure agents understand, respect, and adopt new processes, supporting change initiatives with clarity and a positive attitude.
Work Arrangement
Hybrid — Manila
Other
- APAC Business Hours: 6:00AM - 6:00PM Manila Time
- This role also offers growth opportunities into broader leadership areas such as operations, strategy, or project management
