Job Role: Team Leader – Healthcare BPO / Account Management

Job Description
- Identify, develop, streamline, and improve management metrics, business rules, processes, and procedures.
- Ensure Account Management reporting provides timely, accurate, and practical information to evaluate operational efficiency and effectiveness.
- Ensure business policies, processes, and procedures remain aligned with healthcare sector requirements.
- Assist in identifying and resolving issues arising from industry and process changes.
- Lead and manage available team resources to deliver quality services to partners within agreed service standards and SLAs.
- Coordinate resources and ensure daily workloads are completed within assigned targets.
- Review and revise daily targets based on business requirements and workload.
- Lead, motivate, develop, and appraise team members.
- Coordinate ongoing training and development programs to improve individual and team performance.
- Drive quality and process improvement initiatives while ensuring adherence to procedures and regulations.




- Collect and communicate process feedback to support continuous improvement.
- Communicate effectively with agents to resolve operational issues and disseminate process updates.
- Provide daily work allocation and direction to ensure the team achieves daily and ad-hoc targets.
- Handle and resolve complex customer queries and complaints with a high degree of judgment.
- Monitor agent performance and provide appropriate coaching and feedback.
- Handle patient escalations professionally and ensure timely resolution.
- Provide advice and assistance to senior management regarding the planning, implementation, evaluation, and modification of operational systems and procedures.
- Monitor operational performance and identify opportunities to improve productivity, service quality, and process efficiency.
- Prepare and review operational reports and performance dashboards.

Required Skills & Qualifications
- Education:

📌 BPO Team Lead Tamil Kannada (Hyderabad)
🏢 JobTrade
📍 Hyderabad