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 prospects 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