BPO Team Lead

Identify, develop, streamline or improve Management metrics, business rules processes and procedures

Ensure Account Management reporting continuously provides adequate, timely and useful support and information that business policies, business rules, processes etc are operating efficiently and effectively and in-line with health care sector

Assist in the facilitation and identification of solutions and resolutions - related issues that arise due to industry changes

To lead a team's available resources to deliver a quality service to Partner in line with agreed service standards

Coordinate available resources and ensure that the daily workload is consistently completed in line with assigned targets. Review and revise the daily targets on a regular basis

Lead, motivate, develop and appraise team members, coordinating their ongoing training and development in order that their individual and collective performance is of the required standard

Quality & Process improvement Initiatives and Adherence to procedures and regulations

Ensure feedback for the process/Continuous Process improvement for the executives

Communicate effectively with the agents to resolve issues and disseminate updates on the floor

Provide daily direction and work allocation strategies that enables the team to meet their daily / adhoc targets

High degree of judgment to resolve all customer related queries and complaints. Review and constantly monitor agent performance

Provide advice and assistance to senior management in the planning, implementation, evaluation/modifications to existing operation, systems, and procedures.

Aspirant’s key skills and knowledge:

Must have Graduation with 5-10 years of experience as Team Lead into the BPO domain

Excellent verbal and written communication and Good excel and presentation Skills

Should be willing to work in different shifts in the day, along with reporting knowledge

Should be able to drive Continuous Improvement in the product and process services

Awareness of SLA Metrics parameters as well as Ability to Handle patient escalations

Ability to deal effectively in a high pressure, dynamic situation with a large autonomy

Experience into the BPO TL with healthcare sector aspirants able to apply this position.