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 :

Minimum 1 year experience as a Team Leader / SME in an international (US) voice process.

Strong people management and leadership skills.

Excellent communication, reporting, and analytical ability.

Experience in BFSI / Telecom / Healthcare / E-commerce US process preferred.

Proficient in Excel, MIS, and performance dashboards.

Education :

Graduate / Post-Graduate in any stream.