- Posted 11 days ago
- Over 100 applicants have applied
Job Description
Job Title: Team Lead - Operations
Level: OM1
Reporting to: Assistant Manger
Location: Bangalore
Working Hours/ Days: 9 Hours / 5 Rational Days a Week
Shift: Rotational Night shifts
Company URL: www.sagilityhealth.com
Key Responsibilities:
Team Management:
- Lead, mentor, and motivate a team of customer service representatives.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Address team concerns and provide feedback for continuous improvement.
Performance Monitoring:
- Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
- Set and track performance targets and KPIs.
- Implement strategies to achieve and exceed performance goals.
Quality Assurance:
- Ensure adherence to quality standards and protocols.
- Conduct regular quality checks and audits of calls.
- Provide coaching and training to enhance service quality.
Operational Management:
- Manage daily operations to ensure efficient workflow and resource allocation.
- Handle escalated customer issues and complaints.
- Collaborate with other departments to resolve complex issues.
Reporting:
- Prepare and present regular performance reports to senior management.
- Analyze trends and identify areas for improvement.
- Recommend and implement process improvements.
Training and Development:
- Identify training needs and coordinate training sessions.
- Foster a culture of continuous learning and development within the team.
Compliance:
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Maintain up-to-date knowledge of industry trends and best practices.
Qualifications:
- Education:
- Bachelors degree.
Experience:
- Minimum 5 years of experience in a contact center environment.
- Proven experience in a supervisory or team leader role, preferably in an international voice contact center.
Skills:
- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced and dynamic environment.
- Proficiency in using contact center software and CRM systems.
- Other Requirements:
- Flexibility to work in different shifts, including nights and weekends.
- Strong understanding of customer service principles and practices.
- Ability to handle high-pressure situations calmly and effectively.
Eligible candidates please share the resume on [Confidential Information]
Role: Team Leader
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Education
UG: Any Graduate
More Info
Key Skills
About Company
About Sagility,
Sagility is a tech-enabled BPM services provider, a thought partner providing a broad spectrum of transformational services, to enable our clients provide efficient and hi-quality care across the healthcare system. Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. We optimize the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.Leading industry analyst firms have consistently cited our service excellence, breadth of offerings, and ability to execute. The most recent being recognized as a leader for Healthcare Payer Operations in 2022 as a part The Healthcare Payer Operations PEAK Matrix Assessment report by Everest Group. We have 28,000+ employees in 15 cities across 5 countries India, Philippines, USA, Jamaica, and Colombia. About Sagility Technology We are the technology wing of Sagility, providing a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Sagility Technology uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues and create custom solution roadmap to improve efficiency, engagement, data management, and overall processes.About Sagility Care ManagementA technology-enabled care management services arm of Sagility focused on applying whole-person interventions to improve healthcare outcomes, reduce costs, and increase satisfaction.Your life with usSagility believes in Doing Right by its People. We believe in providing strong growth opportunities, multiple training programs to support your learning curve, exposure to large international clients and access to advanced technologies and solutions at your disposal - so that you can focus on making a difference through your role. We are an inclusive, open, and welcoming organization where our people are at the heart of everything that we do. We believe in giving back to the local communities in which we operate. We have strong rewards and recognition platforms, programs where your ideas can turn into reality. We respect the need for a composite life and to encourage the same, we have employee friendly leave policies for the much needed down time and a lot more. Our medical insurance coverage is one of the best in class, covering you and your family when you need it. Last but not the least, we have lots of fun everyday through our wellbeing programs, talent shows, engagement activities - its an endless list!
Company Info
Address:
1st Floor, No.23&24, AMR Tech Park, Block 2A Bengaluru Urban, BANGALORE, Karnataka, India
