Wellness Coordinator Team Leader

Location: Remote (8am to 5pm CST which is night shift in India)

Reports To: Call Center Operations Leader

Employment Type: Full-time

About the Role

We're looking for a Wellness Coordinator Team Leader to provide hands-on supervision for a frontline team in a fast-paced BPO/contact center environment supporting Remote Therapeutic Monitoring (RTM), Remote Patient Monitoring (RPM), Collaborative Care Management (CoCM), Comprehensive Medication Management (CMM), and Advanced Primary Care Management (APCM) programs. You'll turn our operating plans into consistent daily execution — directing queues, coaching team members, monitoring performance, maintaining quality, and escalating patient, staffing, or workflow risks. This role suits someone with strong contact center leadership fundamentals — queue management, coaching, performance metrics — who is comfortable picking up health care-specific protocols on the job.

What You'll Do

- Lead daily operations: Run huddles, assign work, confirm queue coverage, and provide visible, accessible leadership throughout the shift.
- Coach and develop your team: Conduct regular one-on-ones, give timely feedback, recognize strong performance, and support onboarding of new coordinators.
- Manage frontline workflows: Oversee inbound/outbound queues, outreach, appointment coordination, and follow-up across multiple concurrent programs.
- Escalate appropriately: Ensure urgent issues, complaints, and technical concerns are escalated per approved protocols.
- Monitor performance: Track service levels, contact and conversion rates, productivity, quality scores, schedule adherence, and documentation completeness; identify trends and coach accordingly.
- Drive quality and compliance: Complete quality reviews using approved scorecards, coach on communication and documentation standards, and support audit readiness.
- Collaborate cross-functionally: Share frontline insights with Operations, Product,



Compliance, and other teams; participate in new-program launches and process improvements.

What You Bring

Required:

- 3+ years of experience in a BPO, call center, contact center, or similar high-volume operations workplace in team lead position(healthcare experience not required)
- Demonstrated ability to manage daily workloads, queues, and service-level targets using performance data
- Experience giving feedback, documenting coaching, and supporting employee development
- Proficiency with contact center platforms (dialers, CRM/ticketing systems), spreadsheets, and reporting dashboards
- Ability to quickly learn new protocols, scripts, and compliance requirements in a regulated or specialized industry

Preferred:

- Experience in health care, digital health, insurance, or another regulated/compliance-driven BPO vertical
- Exposure to RTM, RPM, CoCM, CMM, APCM, or similar care/account management programs
- Startup or rapidly scaling operations experience
- Familiarity with workforce management (WFM), quality monitoring, or BI tools
- Training in coaching, Lean, Six Sigma, or operations management

Pay: ₹40,000.00 - ₹60,000.00 per month

Application Question(s)

- How many years of experience do you have leading or supervising a team in a BPO, call center, or high-volume contact center environment?
- Can you describe a time you used performance data (service levels, quality scores, productivity, schedule adherence, etc.) to identify a problem and coach a team member or improve a workflow?
- This role requires escalating sensitive or risk-related concerns per approved protocol rather than resolving them independently — can you share an example of how you've handled an escalation appropriately in a previous role?
- Are you an immediate joiner?If yes ,kindly inform your current CTC and expected rational CTC
- Do you have your own laptop (atleast i5 processor),Wifi and remote work setup

Experience:
- BPO Team Lead : 3 years (Required)

Work Location: Remote

📌 Wellness Coordinator-Team Lead (India)
🏢 Dasceq India
📍 India