Minimum 2-3 years’ experience in team management role within contact center environment with extensive understanding of call center operations, technologies, and processes. Please refer to the job advert for further information.
BPM Team Leader (US based Healthcare Project) - Chennai, India
Chennai Based Position
Operating within US Health Care Sector
Key Purpose of Role:
- As the Team Leader the successful candidate will be responsible for the performance of a team of health care analysts by managing staff effectively through targets, KPI’s and performance.
- Managing a team of analysts to reach their full potential, monitoring daily activity and performance in line with set KPIs, monitoring and reporting on individual and team performance
- Ability to coordinate/communicate with client with all process related issues.
- Ensure Service Level Agreements (SLA’s) are maintained and flag upwards any concerns.
- Lead and motivate the team to success by fostering an environment of continuous improvement
- Identify coaching and training needs and address the same.
- Change advocate - with a capability to manage a team through continuous improvement with changing resource needs
- Act as the overall point of escalation for the team.
- Ensure full adherence to the compliance & regulatory requirements by the team
- Quickly gain an understanding of the processes and systems in use.
- Ability to resolve issues within the team to avoid escalations and to create a learning culture within the team on resolution skills
- Producing reports as and when required on current and projected performance
- Taking a lead in the recruitment and selection process for new recruits.
- Manage all performance related matters with all team members; taking appropriate formal action as required.
- Adaptable and flexible to meet business and operations requirements
- Be the voice of the customer in the Company
- Any ad-hoc and all other duties as the role evolve.
Key Competencies
- Strong leadership skills and ability to demonstrate same
- Strong negotiation skills gained in a changing environment
- Proven track record of meeting and exceeding expectations
- Ability to inspire and support team, customers and colleagues
- Able to work on own initiative and manage own time and workload effectively
- Confident decision maker, able to work on own initiative
Eligibility Criteria
- Minimum Graduate
- Minimum 2-3 years’ experience in team management role within contact center environment with extensive understanding of call center operations, technologies, and processes.
- Preference of working knowledge about the US Health care domain, processes and procedures
- Commercially aware, customer centric individual
- Quick learner
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