Job Role: Team Leader – Healthcare BPO

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

- Ensure Account Management reporting provides timely and accurate information to monitor operational efficiency and effectiveness.

- Ensure business policies, processes, and procedures operate efficiently and remain aligned with healthcare sector requirements.

- Assist in identifying solutions and resolving issues arising from industry and process changes.

- Lead and manage team resources to deliver quality services to partners within agreed service standards and SLA requirements.

- Coordinate available resources and ensure daily workloads are completed within assigned targets.

- Regularly review and revise daily targets based on workload and business requirements.

- Lead, motivate, develop, and appraise team members.

- Coordinate training and development activities to improve individual and team performance.

- Drive quality and continuous process improvement initiatives.

- Ensure adherence to company procedures, policies, and regulatory requirements.

- Collect feedback from executives and identify opportunities for process improvement.

- Communicate effectively with agents to resolve operational issues and share process updates.

- Provide daily work direction and allocation strategies to achieve daily and ad-hoc targets.





- Handle complex customer queries and complaints using sound judgment.

- Monitor agent performance regularly and provide coaching and feedback.

- Handle patient escalations and ensure timely resolution.

- Support senior management in planning, implementing, evaluating, and modifying operational systems and procedures.

- Monitor process performance and recommend improvements to enhance productivity and service quality.

Required Skills & Qualifications

- Education: Graduation.

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

- Experience as a BPO Team Leader in the healthcare sector is preferred.

- Excellent verbal and written communication skills.

- Good knowledge of MS Excel and presentation tools.

- Strong reporting and analytical skills.

- Knowledge of SLA metrics and performance parameters.

- Ability to handle patient escalations and complex customer issues.

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

- Ability to drive continuous improvement in products and processes.

- Robust problem-solving and decision-making abilities.

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

- Willingness to work in different shifts.

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

📌 BPO Team Lead Bengali Hindi (Hyderabad)
🏢 JobTrade
📍 Hyderabad