Healthcare Team Leader

Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

Floorwalks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

Strong organizational, planning and analytical skills.

Basic arithmetic and statistical skills for analysis of data and generation of reports.

Problem solving skills

Key Performance Indicators

Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

Listens to calls and coaches the team to enhance performance.

Monitors the calls/chat taken by the associates and provides them feedback.

Interacts with the quality team to seek feedback on the team's performance and team quality scores.

Conducts monthly and confirmation appraisals for the associates by 7th of each month and provide them feedback.

Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

Organizes training program for the associates.

Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

Holds team briefing and de- briefings before and after each shift.

Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

Initiates and administers the rewards and recognition program for the team.

Organizes the monthly team outings in coordination with the associates and the team members.

Experience

Required:

1-2 years of supervisory experience in healthcare campaign

Excellent knowledge of MS Office and especially Excel.

Undergraduate/Graduate

Preferred: Min 1 year as Process leader/TE

Critical:

Good written and verbal communication skills & team management skills.

Mentoring, motivating skills and Coaching skills