Company Description

Ascendion is a leading provider of AI-first software engineering services, accelerating innovation for Global 2000 clients. Headquartered in New Jersey, Ascendion has a presence in 12 countries and over 40 global offices across North America, Europe, and APAC, alongside a remote/hybrid workforce. Our expertise includes applied AI, software engineering, cloud, data, experience design, and talent transformation. We are committed to inclusivity, community service, and a vibrant work culture. For more information, please visit www.ascendion.com.

Role Description

This is a full-time, on-site role for a Team Lead (Healthcare Account) located in Taguig. The Team Lead will be responsible for managing a team, overseeing account operations, and ensuring exceptional customer service. The role involves day-to-day management of team performance, client interactions, and coordination with various stakeholders to meet project timelines and quality standards. The Team Lead will also analyze account metrics and implement strategies for continuous improvement.

Qualifications

• Can start ASAP
• At least 6 years relevant experience
• Manage day-to-day delivery of BPO services across designated client accounts and process lines.
• Ensure all services are delivered in line with contractual agreements, SLAs, and quality standards.
• Lead, coach, and mentor team members to optimize performance and productivity.
• Coordinate with internal departments (Workforce Management, Quality, Training, and HR) to support smooth operations.
• Track operational metrics such as SLA adherence, AHT, FCR, CSAT, and productivity.
• Address and resolve delivery issues, escalations, and service disruptions in a timely manner.
• Regularly check and review performance, understand evolving needs, and address concerns.
• Contribute to process improvement initiatives using data analysis and root cause identification.
• Prepare and present performance reports and insights to clients and internal leadership.
• Support business continuity planning and execution.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Familiarity with BPO systems such as CRM tools, ticketing platforms, ACD systems, and WFM solutions.
• Knowledge of service management methodologies (ITIL, Six Sigma, etc.) is a plus.
• Bachelor's degree in a related field is required

Please refer to job description.