Team Lead

2 weeks ago

Hyderabad, Telangana, India Firstsource Full time

Job Title: Team Leader Call Centre operations

Job Type: Full Time

Function/Department: Health Plan and Healthcare Services

Location: Hyderabad

Roles & Responsibilities

  1. Team Management & Coaching:
  • Lead, mentor, and motivate a team of call centre executives to achieve KPIs (productivity, quality, resolution, satisfaction).
  • Conduct regular performance reviews, one-on-ones, and skill-development sessions.
  • Address agent concerns and escalate systemic issues to Operations Management.
  1. Operational Excellence:
  • Monitor real-time call queues, manage schedules, and ensure optimal coverage for 24/7 healthcare inquiries.
  • Audit calls for accuracy, compliance, and adherence to healthcare protocols (billing, claims, benefits).
  • Ensure team utilization of tools (e.g. web cameras) for member/provider interactions.
  1. Quality & Compliance:
  • Uphold HIPAA/data privacy standards and healthcare regulatory requirements.
  • Drive continuous improvement in call resolution, handle time, and first-call resolution (FCR).
  • Review and approve complex cases escalated by Executives.

Expected/Key Results

  • Team Productivity & Adherence to Schedule
  • Call Quality & Accuracy Scores
  • Member/Provider Satisfaction (CSAT/NPS)
  • Employee Engagement & Retention
  • Compliance Audit Pass Rates

Preferred Work Experience

  • 2+ years in a healthcare call center environment (e.g., health insurance, provider services).
  • 1+ years in a supervisory/team lead role (call center preferred).
  • Proven experience managing KPIs in a BPO/healthcare setting.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or deepalakshmi.rrr@firstsource.com

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