Description / Requirements

Job title: Team Leader

Process: Medical Device

Work set-up: Night and shifting schedule, work onsite

Location: Cebu

Salary range: 25K - 32K

Requirements:

• Excellent communication skills

• Bachelor of Science in Nursing or Pharmacy or any allied science courses

• 3-4 years of work experience in MEDICAL DEVICE COMPLAINTS HANDLING

• With team management of at least 2 years in a BPO setting

• Has knowledge and experience in MEDICAL DEVICE COMPLAINTS HANDLING

• Can start ASAP (preferably unemployed)

• College/Bachelor’s Graduate (any course)

• Willing to work onsite

• Okay to work on a night and shift schedule

Responsibilities:

• Overall responsibility for achieving Client’s service level expectations and maintaining high-quality delivery

• Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies

• Has a clear understanding of customer KPIs.

• Understand the relationship between PFMEA and the Quality Control Plan

• Identifies and coordinates PFMEA/ Quality Control Plan improvements.

• Manages efficient work allocation and tracks the overall performance of team members

• Manages daily team attendance

• Manages team attrition

• Ensures floor policies are followed

• Manages administrative tasks

• Keeps oneself updated, aware of, and compliant with all Company policies and procedures which include Information Security Management Systems

• Keeps all company information which includes customer information confidential and secured

Core qualifications

• Must have a people management background in a BPO setup

• Able to write effective medical narratives regarding product issues or cases.

• Must be able to properly use and navigate medical tools and MS Office.

• Able to communicate professionally and concisely to all business partners and other Wipro employees.

• Able to think critically to determine the type of questions which need to be asked to gather necessary information

• Able to properly groom their direct reports to sustain and drive performance and discipline.

•Good problem-solving and analytical skills

• Good customer service skill