Job Summary

We are looking for an experienced Lead/Associate Manager-Operations to manage and oversee back-office service coordination activities supporting U.S. home care operations. The role will lead the team, manage referral and ticket workflows, monitor staffing coordination, ensure quality and SLA adherence, and drive operational efficiency.

Apply by through the link https://care365.keka.com/careers/jobdetails/87301

Key Responsibilities

- Lead and manage the day-to-day activities of the Service Coordination team.
- Monitor referral, ticket, staffing, and service initiation workflows.
- Allocate workloads and monitor team productivity, quality, and SLA adherence.
- Review ticket queues, identify aging items, and proactively manage escalations.
- Oversee referral records, client/caregiver data, and system updates for accuracy.
- Monitor staffing gaps and support caregiver matching based on defined criteria.
- Prepare and review operational reports and key performance metrics.
- Conduct quality checks and ensure adherence to SOPs and operational processes.
- Identify process gaps and implement improvements to enhance efficiency and service quality.




- Coach and support team members and identify training requirements.
- Maintain confidentiality and ensure operational records are accurate and audit-ready.

Required Skills

- Strong team leadership and people-management skills.
- Excellent organizational, analytical, and problem-solving abilities.
- Strong attention to detail and process orientation.
- Ability to manage high-volume operations and multiple priorities.
- Strong communication and escalation-management skills.
- Proficiency in MS Excel and MS Office.
- Experience with ticketing, scheduling, CRM, or referral management systems.

Qualifications & Experience

- Experience: 8+ years in BPO Operations, RCM operations, Home Care Operations, or a similar back-office role.
- Prior experience in a Team Lead/Supervisory role is required.
- Bachelor's degree or equivalent qualification.
- U.S. home care operations experience is strongly preferred.
- Experience supporting U.S.-based clients is an advantage.

Why Join Us?

- Fully remote chance.
- Exposure to international operations and process improvement.

📌 Team Lead (Hyderabad)
🏢 Care365 SOL
📍 Hyderabad