Job Title: Team Leader Call Centre operations
Job Type: Full Time
Function/Department: Health Plan and Healthcare Services
Location: Hyderabad
Roles & Responsibilities
- 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.
- 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.
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