Team Lead

2 days ago

Hyderabad India Firstsource Full time

Job Description 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 [Confidential Information]

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