Group Leader for Pioneer HealthCare Account

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees
Cebu IT Tower One & Two across Ayala Center Cebu and Pag-IBIG Building, Luz, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: March 17, 2023
Job ID: 425258





  • Responsible for managing team of associates

  • Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs

  • Motivating associates through effective management, career development and implementation of reporting mechanisms

  • Liaison with other areas of the company affecting technical support.

  • One on One Relationship management

  • Analysis of reports including process dashboards and team performance reports.

  • Initiate appropriate action plans and trainings

  • Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.

  • Mentor and assist new hires

  • Handle customer complaints and provide resolution for escalated calls

  • Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

  • Ensure that all company information which includes customer information are kept confidential and secured


  • Should have patience and not be overawed by difficult situations

  • Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction

  • Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools

  • Excellent verbal & written communication & presentation skills

  • Good Interpersonal & people management skills with good problem solving approach.

  • Expert knowledge of service procedures

  • Good analytical skills for MIS, number crunching & reporting to internal & external customers

  • Ability to exercise managerial judgment and perform as a mentor

  • Demonstrated Customer Service Skills

  • Situation handling skills

  • Leadership skills


  • Graduate with at least 4 - 6 years of total work experience; with 3 - 4 years of Group Leader or Senior Team Leader experience in a Contact Center supporting healthcare insurance account