STLTeam Manager

• Should have been a Team Lead/Team Manager with 4-5 years of experience handling Voice/Non voice processes
  
• Must be okay to work out of Hyderabad location
  
• Must have handled a span size of over 75 people with a maximum of 100
  
• Experience/Knowledge of Medical records, US Insurance is an added advantage
  
• 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
  

• Responsible for managing the day-to-day operations of the TLs/Teams and LOB Business assigned to
  
• Accountable for assigned team leader performance against established metrics and
  
• Directly manage queues through resource allocation/staff levelling and cross training across teams, to ensure that assigned work queues are managed to maintain consistency and within expected service
  
• Responsible for integrating new clients into existing workflow, ensuring readiness upon launch, observing and reporting of issues
  
• Drive improvement in the performance of assigned teams through root cause analysis of errors/issues, trend analysis, continuous improvement to processes and systems, and sharing best practices with leadership team and
  

Requirements

• Supervise team leads in the performance of their responsibilities, which includes the following but is not limited to ensuring coaching completion, following through on accountability measures, queue management strategies, and retention
  
• Demonstrate strong queue management by proactively identifying inconsistencies between work queues, service standard gaps, and productivity Apply critical thinking to cross-level resources as needed and communicate needs to operations managers where
  
• Directly manage approximately 8 Team Leads, in accordance with the metrics on their performance scorecard: guiding them in meeting team and individual
  
• Drive the development of policies, processes, and reports relating to the Line of Businesses Performance that support accountability, transparency, and continuous improvement (processes, technology/systems, and staff/training), make recommendations to OM and key leaders, and implement 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
  
• Delegating tasks and set deadlines for the Internal teams
  
• Excellent communication and leadership
  
• Organizational and time-management
  
• Decision-making skills
  
• Proven work experience as a team leader or
  
• In-depth knowledge of performance metrics
  
• Discover Training needs and provide/facilitate coaching