Team Lead

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.

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