Member Services Team Lead (Office-based | SM North)

About Us:Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Responsibilities

Scope: First-line leadership; manages Tier 1/2 specialists and quality assurance.Serve as the first point of escalation for Tier 1/2 questions, communicating directly with Director of Member Services when neededOversee team performance to ensure correct procedures are being followed and provide coaching as needed; audit ~10% of email and phone cases weeklyDeliver weekly coaching and performance feedbackHandle escalations to prevent complaints, disputes, and chargebacksMonitor benefit code availability; coordinate testing and reloadsManage daily workloads of team members and adjust to ensure adequate coverageHandle scheduling, attendance, callouts, and other administrative tasksPerformance Expectations:Ensure team adherence to quality standardsMaintain high member satisfaction and operational efficiencyProactively manage team operations to avoid coverage gaps and issues

Requirements

3+ years of Team Lead experience4+ years of customer service experience (preferably mainly email and phone)Speak English language fluentlyAbility to handle escalated situations with customers, both by phone and email, in a professional wayAbility to provide training and guidance to support team in a supportive wayExcellent written and oral communicationComputer and Technology savvy - must be able to use multiple systems at once, must be able to use features such as screen shots, copy and paste, etc.This is an extremely fast paced role and requires you to be able to adapt to changes quicklyPolite and professional conduct, excellent interpersonal skillsProactive attitude with an ability to creatively solve problems quicklyIndependent, excellent time management and organizational skillsWilling to support other teams when neededAbility to prioritize and meet deadlines working under pressureWork Schedule: Friday-Tuesday OR Saturday-Wednesday, 9:00 PM-6:00 AM Manila Time (Must be open to shifting schedule if needed)Work Setup: Office-based (SM North EDSA)Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.