Team Leader with Healthcare experience

Required: Required: 1-2 years of supervisory experience
or 3-4 years of experience as an associate.
Excellent knowledge of MS Office and especially ‘Excel’.
Undergraduate/Graduate
Salary: Maximum Basic 45,000 + 2, 000 Allowance
Preferred: Min 1 year as Process 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 ½ 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.
 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 provides 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 administrativerequirements.
 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.