PHRN Customer Service Team Lead

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a Global In-house Center in their search for a PHRN Customer Service Team Lead based in Taguig City.

Salary Range: Open to discussion

Work Setup: Onsite

Shift Schedule: Night Shift

Location: Taguig City

The role

The Customer Service Team Lead (PHRN) is responsible for overseeing a team of customer service or claims professionals, ensuring high-quality service delivery, regulatory compliance, and operational efficiency. This role provides leadership, coaching, and performance management while supporting stakeholder expectations and driving continuous improvement.

Your Responsibilities

• Lead and manage a team of PHRN customer service to meet performance, quality, and service level targets.
• Monitor KPIs, conduct performance reviews, and provide coaching to enhance team productivity and skills.
• Oversee daily operations, including call volumes and workload management, ensuring adherence to policies and SLAs.
• Support accurate and compliant decision-making aligned with internal procedures and applicable regulations.
• Communicate goals, expectations, and updates effectively to team members and stakeholders.
• Handle escalated customer concerns and ensure timely, effective resolution.
• Coordinate training, mentoring, and development initiatives based on business needs.
• Track and report team performance, training progress, and operational updates to leadership.
• Identify opportunities for process improvement, efficiency, and risk mitigation.
  
  

• Active Philippine Registered Nurse (PHRN) license
• Proven experience in PHRN customer service, with at least 2 years of leadership or supervisory experience
• Strong ability to lead, motivate, and develop high-performing teams
• Excellent communication, interpersonal, and stakeholder management skills
• Sound decision-making and problem-solving capabilities
• Experience with claims management systems or similar platforms
• Strong project management skills with the ability to manage multiple priorities effectively
  
  

• We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your applications status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.