Team Lead Operations (BPO / KPO US HEALTHCARE)

Team Lead Lien-Operations - BPO / KPO US HEALTHCARE Background experienced Candidates ONLY.

REPORTING RELATIONSHIP

POSITION REPORTS TO : OPERATIONS MANAGER

DEPARTMENT : OPERATIONS

POSITION LOCATION : VADODARA, INDIA (On-Site)

Budget : 6,20,000 - 8,50,000 PA.

POSITION SUMMARY

Team Leader – Managing your team effectively to achieve desired and optimum utilization of resources. Ensuring team member productivity. training and managerial tasks to deliver as per deadline and up to client satisfaction. Ensuring team member productivity, work accuracy and effectiveness. Develop and mentor team members through leadership and training while completing other managerial tasks required to deliver as per deadline and up to customer satisfaction.

JOB RESPONSIBILITIES

1. Daily workflow management to ensure maximum capacity to the project pool

2. Ensure schedule adherence for self & team

3. Effective operations management by overcoming daily hurdles of absenteeism, erratic workflow, adhoc requests, etc. Be people’s person by conducting regular one on one, empathize with people concerns, escalate

timely on issues, target the problem & not the person attitude

4. Constant communication with the US offices through calls and emails

5. Any other duties assigned by manager

6. Prepare accurate reports & submit timely to the desired recipients

7. Perform random quality checks on volumes processed by the team members

8. Conduct daily meetings with team & provide timely process updates to maintain quality

9. Anticipating client’s needs and preparing reports.

10. Review QC feedbacks and devise ways to improve quality of the team.

11. Doing spot checks to uphold quality standards.

12. Understand and adhere to all company policies, including but not limited to security, trade secrets and confidentiality of all information.

PROFESSIONAL QUALIFICATIONS / EXPERIENCE

1. Graduate or master’s with any stream is must.

2. Being proactive in taking up new challenges & increase scope of self-exposure

3. Strong oral & written English communications skills with problem solving ability

4. Good networking skills across the organization to get things done

5. Training skills to conduct process, refresher & basic soft skills training

6. Ability to create a challenging, fast paced team-oriented environment

7. 5-7 years of work experience in managing team at BPO / KPO

8. Ability to de-stress the work environment under pressure

9. Very strong computer skills in Window, Word, Excel, Power Point and Internet / Intranet

10. Ability to learn quickly & teach members on process nuances

11. Knowledge of financial services and class action and mass tort is good to have

12. Ability to interact with confidence with US internal & external customers

13. Candidate with experience into legal process domain will be of advantage

14. Ability to review reports & take actions based on data

15. Ability to manage change

16. Job requires you to work in night shifts (USA Shift timing with additional allowances) and on Indian holidays.

CAREER PROGRESSION

If he / she is performing good in the current role, may grow Sr.Team Leader , Assistant Manager or Ops Manager