Job Role: Team Leader – Healthcare BPO

Job Description
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 prospects 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

📌 Bpo Team Lead Bengali Hindi Hyderabad (India)
🏢 JobTrade
📍 India