Team Lead

Job Title : Team Leader Call Centre operations

Job Type : Full Time

Function / Department : Health Plan and Healthcare Services

Location : Hyderabad

Roles & Responsibilities

• 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.
• 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.
• 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

Preferred Work Experience

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Skills Required

Operational Excellence, Team Management, Coaching, Hipaa, Benefits, performance reviews, Continuous Improvement