Team Lead-Operations

Overview

Team Lead-Operations assists in managing overall account performance and financial profits by coaching and developing Sr. Process Consultants to deliver quality performance, and ensures day-to-day operations are successful.

What you'll do

• Provide day-to-day leadership, coaching and development support to direct reports (Sr. Process Consultants).
• Review operating statistics regularly to ensure client and organization goals are met in service quality and timeliness, including quality monitoring scores/daily work assignments, customer satisfaction, account notations, call handle times (if the process has a voice requirement), abandon rates and service levels/line adherence.
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis, targeting increased client satisfaction and/or company profitability.
• Oversee necessary enhancements to client programs or servicing therein, including staffing, training, attendance and quality.
• Be responsible for process quality for all work performed by the team.
• Participate in client visits and roundtables to provide input on program performance or new programs being offered.
• Coordinate with Manager Operations to balance the needs of individual teams with the needs of the entire organization.
• Provide growth development opportunities.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to Sr. Process Consultants, other Supervisors and Sr. Supervisors within the organization.
• Maintain a clean, safe, unobstructed work area and practice good safety habits.
• Provide internal and external customers with the highest quality service.
• Familiarize with HIPAA regulations.

What you'll need

• Education: any graduate.
• 3+ years of experience in G&A - Member Grievance, including 12 months in a supervisor capacity.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop the team towards improved performance.
• Ability to delegate and manage workloads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Advanced customer focus and customer service skills.

Nice to have

• Healthcare industry experience.
• Basic financial analysis (cost-effectiveness, cost-benefit, etc.).

Details

• Location: Hyderabad, India.