Team Lead
3 weeks ago
Conduct regular performance reviews, one-on-ones, and skill-development sessions.
Address agent concerns and escalate systemic issues to Operations Management.
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.
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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