Leading BPO | Mumbai (Malad)

Hiring: Team Leader / Assistant Manager

Process: US Healthcare Voice Process

Role Highlights

- Location: Mumbai (Malad)
- CTC: Up to ₹9 LPA
- Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service)
- Experience in US Voice Process is mandatory
- Strong understanding of operational metrics including Attrition, Shrinkage, CSAT, NPS, SLA, AHT, and FCR
- Excellent verbal and written communication skills

Key Responsibilities

- Lead and supervise a team of customer service associates, ensuring productivity, attendance, and adherence to company policies.
- Coach and mentor team members through regular performance reviews to achieve operational KPIs.
- Identify performance gaps, implement improvement plans, and manage disciplinary actions when required.
- Ensure all contractual KPIs, quality standards, and financial targets are consistently achieved.
- Handle customer escalations and provide subject matter expertise for complex cases.
- Conduct regular team meetings, share process updates, and drive employee engagement activities.
- Monitor adherence to internal processes, compliance requirements,



and organizational policies.
- Drive continuous improvement through coaching, feedback, and performance management.

Required Skills

- Strong leadership, coaching, and people management skills.
- Excellent analytical and problem-solving abilities with a data-driven approach.
- Hands-on experience managing operational metrics such as AHT, FCR, Service Levels, Appointment Booking, Conversion, CSAT, NPS, Shrinkage, and Attrition .
- Ability to work in a fast-paced, target-driven workplace while ensuring quality and compliance.
- Experience handling complex customer escalations, patient queries, medical scheduling, and coordination with doctors/hospitals in a healthcare environment.
- High emotional intelligence with excellent crisis management and communication skills.
- Ability to multitask, prioritize effectively, and consistently meet deadlines.
- Strong written and verbal communication skills.

Shift Details

- Flexible to work in 24×7 rotational shifts .

Interested candidates can share their updated CV at:

📌 Team Leader //Assistant Manager//International BPO (Mumbai)
🏢 Hiresquad Resources
📍 Mumbai