Team Lead Operations - International Voice Process

JOB RESPONSIBILITIES

• Operations Management:

Plans, schedules and coordinates the work of the department to achieve stated goals. Implements and utilizes metrics to monitor and ensure all activities are performed consistently within established company and audit guidelines. Effectively supervises assigned personnel, equipment operation and workflow.

• Provides Oversight Support:

Serves as team lead and/or escalation path for data center, clients, providers, auditors, audit managers, and others by providing leadership and direction in responding to complex inquiries and solving complex operational problems. Actively recommends system or process improvements or enhancements that will increase productivity, quality or cost containment.

• Provides Enhanced Collections Support and Analysis:

Provides expertise in collections support by reviewing, researching, investigating, negotiating and resolving issues for one or more accounts. Serves as a liaison between collectors, admin assistants, and auditors on complex issues and or dispute resolution, as indicated. Escalates sensitive issues to management, providing solutions as indicated.

• People Management:

Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work. Builds and maintains positive internal working relationships with all department employees by communicating in a professional manner. Provides visual and verbal support to team by remaining accessible and maximizing time on the floor on a daily basis communicating unavailability to staff in advance.

• Performance Management:

Provides guidance and effectively coaches employees to achieve desired results and overall performance, encouraging discussions for realistic achievement plans for long-term growth. Ensures all direct reports execute objectives by the use of a developmental plan/ninety (90) day plan and regular performance reviews; posting productivity, quality and deadline results. Maintains consistency in applying company and departmental policy decision by accurately and timely documenting employee files, including attendance, performance information, documented warnings, time off requests, coaching information, training information, etc.

• Leads Process Improvement Initiatives:

Assists with developing solutions to improve the collection administrative process.

• Meets or Exceeds Standards for Productivity:

Maintains productivity goals and standards set by the department. Ensures all department rules and processes are followed. Alerts manager of system issues or other issues impacting productivity and provides remediation in a timely manner.

• Meets or Exceeds Standards for Quality:

Achieves the expected level of quality set by the department. Verifies completeness and accuracy of work. Alerts manager of issues or concerns impacting quality of work

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS

• Bachelors degree
• Should have at least 2 years experience as Team Lead / people management experience
• At least 3 years customer support experience in handling voice projects for US based client
• Experience in US Healthcare preferred
• Proficiency of MS Office (Word, Excel & Powerpoint) required.
• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.
• Knowledge of QC tools is preferred