Team Leader - US Healthcare

Role Overview :

We are hiring an experienced Team Leader – Operations for a leading international BPO handling US Voice Process . The ideal candidate should be a people manager with strong exposure to team performance management, call handling, process KPIs , and client interactions .

Key Responsibilities :

• Manage a team of 10–20 associates in an outbound / inbound US Voice Process .
• Drive performance against SLA metrics (AHT, CSAT, FCR, QA, Attendance, etc.).
• Monitor daily operations and ensure consistent achievement of KPIs.
• Handle escalations and ensure timely resolution of customer issues.
• Conduct team huddles, feedback sessions, and performance reviews.
• Work closely with Quality, Training, and Workforce teams to improve output.
• Prepare daily, weekly & monthly reports for client and internal stakeholders.
• Motivate and mentor the team to maintain high engagement and low attrition.

Desired Skills & Competencies :

Education :

Graduate / Post-Graduate in any stream.