Job Role: Team Leader – Healthcare BPO / Account Management

- Identify, develop, streamline, and improve management metrics, business rules, processes, and procedures.

- Ensure Account Management reporting provides timely, accurate, and useful 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: Graduation mandatory.

- Experience: 5–10 years of experience as a Team Leader in the BPO domain.

- Experience in the Healthcare BPO sector is preferred.

- Excellent verbal and written communication skills.

- Good knowledge of MS Excel and presentation tools.

- Strong reporting and analytical skills.

- Good understanding of SLA metrics and performance parameters.

- Ability to handle patient escalations and complex customer concerns.

- Strong team leadership, motivation, and people-management skills.

- Knowledge of continuous improvement and process optimization.

- Ability to work effectively in a high-pressure and dynamic workplace.

- Willingness to work in different shifts as required.

- Strong decision-making and problem-solving abilities.

- Ability to work independently with a high degree of autonomy.

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