Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Team Lead-CC
Job Description:

DUTIES & RESPONSIBILITIES:

Shift Management Function:
- Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
- Implements floor management policies in order to ensure adherence to service level agreements between clients.
- Ensures that CSAs scheduled for the day is accounted for.
- Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit.




- Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function.
- Ensures that coaching and huddle schedules on a daily basis are carried out.
- Ensures CSAs adherence to schedules – shift schedule and off the phone schedules.
- Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader.
- Escalates issues to Operations Manager or Shift Manager.
- Accomplish monitoring requirements as needed.

Quality & Policies/Procedures Compliance Monitoring Function:
- Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors.
- Be able to carry out process related activities within the prescribed turn-around time.
- Ensures that non-compliance errors are coached to CSAs within the turn- around time.
- Ensures that all monitored calls are rev

📌 Team Lead-CC (Bengaluru)
🏢 Sagility
📍 Bengaluru