The Team Leader is responsible for managing day-to-day planning, implementation and problem-solving to ensure their team achieves their daily goals in production or service. Responsible for mentoring and assisting the assigned non-technical team with daily operational tasks and holistic performance growth and development.

 

Bachelor's Degree (Four-year college course). Certificate in Team Leading (External) Must have an active and in good standing without restriction Philippine RN license OR have an active and in good standing without restriction US RN license from any mainland state At least two (2) years equivalent work experience as team lead. Ability to develop, implement and assess performance metrics. Proven record of boosting team performance and employee retention rates. Advanced computer skills and ability to work well under pressure individually and as part of a team. Responsible, calm and are able to plan and prioritize his/her work and other people's daily activities. Excellent communication and interpersonal skills with people at all levels. Proficiency of the English language, both in verbal and written. Strong customer orientation, active listening, and excellent phone handling skills. Demonstrates analytical thinking and effective conflict resolution skills. Ability to implement standards and procedures for security and performance management. Ability to multi-task, prioritize and manage own work and others' effectively. Demonstrate leadership with capability to motivate and inspire. Demonstrates initiative and implements changes to drive operational effectiveness and efficiency. Interpersonal skills - Ability to work independently and as a team member. Keen attention to details with regards to own work and of team members. Maintains high degree of professionalism and confidentiality. Ability to work all overtime holidays and weekends when operational requirements necessitate. Ability to make decisions in accordance with operating policies and practices. Must be able to work well unsupervised as well as supervise others, follow verbal and written instructions, work independently and pay close attention to details. Acts as on duty supervisor and first point of contact for the team Provides visibility of daily or monthly data to assist the team with performance management Completes, documents, and provides timely and accurate feedback on performance Ensures proper standard operating procedures (SOP) and protocols are followed Identifies training requirements and provides appropriate training to team members Performs staff scheduling and ensures adequate staffing levels Documents all staff complaints and assists in resolution Assists in execution of administrative tasks deemed necessary or as required Ensures data maintenance for Content Management System (CMS) and all client systems Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met Informs immediate superior regarding problems and other matters beyond limits of authority Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed Train team members on various customer service strategies Communicate expectations, assignments and responsibilities clearly and professionally Undertake ongoing customer service work to better understand the demands, positives and pain points of the job Handling staff scheduling, monitoring team's performance to ensure they meet daily goals Motivating team members Leading and attending scheduled training programs Identifying individual shortcomings of team members and helping them through customized coaching Reporting team development and activities to high-level managers or human resources Hiring and promoting team members Collaborate with other department for process improvement that will increase productivity with high quality standards. Fosters an atmosphere of high employee morale through an active, fair and consistent application of policies and procedures. Other duties and projects as assigned Demonstrates knowledge and understanding of Broadspire medical department policies and procedures and ability to communicate same with internal/ external customers as necessary