Team Leader

• Need to be a Team Lead on paper with 5-8 years of experience and 2-3 years of team handling for Voice/Non voice processes
  
• Must be okay to work out of Hyderabad location
  
• Must have handled a span size of over 15 people with a maximum of 20
  
• Experience/Knowledge of Medical records, US Insurance is a must
  
• Must be open to work in a 24/7 work environment and a challenging/fluid work culture
  
• Should have a creative/thoughtful mind which focuses on Innovation
  
• A Risk-Taker who is not afraid of taking decisions with limited coaching
  
• Should be completely open from WFO as all operations will be worked out of office
  

Requirements

• Responsible for managing the day-to-day operations of assigned
  
• Accountable for assigned team members performance against established metrics and
  
• Directly manage assigned queues, to ensure that assigned work queues are managed to maintain consistency and within expected service
  
• Responsible for identifying, evaluating, and communicating production issues encountered to Senior Team Leader/Team Manager and implementing necessary action
  
• Drive improvement in the performance of assigned team through root cause analysis of errors/issues, trend analysis, continuous improvement to processes and
  
• Manage a team of approximately 15 representatives
  
• Responsible for agents achieving their operational metrics as designated by the individual scorecards, and for achieving any team-based metrics established by the organization
  
• Facilitate the disciplinary process for performance/QA deficiencies and code of conduct violations to include issuing PIP for the bottom quartile performers Qualifications Provided for reference Always consult current legislation in your jurisdiction to create policies and procedures for your HR Council for the Nonprofit Sector
  
• Should be a Graduate from a reputed college, MBA would be a plus
  
• Creating an inspiring team environment with an open/engaged work culture
  
• Setting clear team goals Organizational and time-management
  
• Decision-making skills In-depth knowledge of performance metrics
  
• Ability to develop, Implement and assess performance metrics
  
• Strong knowledge of MS office tools