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Backend Operations Team Lead

Backend Operations Team Lead

Medibuddy

2 - 6 years

4 - 6 Lacs

ahmedabad

Posted:6 days ago| Platform:

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Skills Required

backend operations escalation management team handling kpi monitoring insurance operations non voice service improvement healthcare operations attrition management quality adherence back performance management sla management voice standard operating procedures

Work Mode

Work from Office

Job Type

Full Time

Job Description

Function

About the role -

We are looking for a results-driven and process-oriented Team Lead to oversee and manage our backend operations team (voice and non-voice). The ideal candidate will be responsible for ensuring smooth day-to-day operations, driving productivity, enforcing SOP adherence, and continuously improving processes through SOP development and optimization.

Key Responsibilities -

Lead and manage a team of associates handling backend voice and non-voice healthcare operations.
Monitor team performance, track key metrics (AHT, TAT, quality, productivity, etc.), and ensure SLA adherence.
Drive operational excellence through consistent adoption and compliance with Standard Operating Procedures (SOPs).
Identify gaps in existing processes and lead efforts to create, revise, and implement effective SOPs.
Conduct regular audits, quality checks, and process reviews to ensure accuracy and service excellence.
Provide coaching, feedback, and performance management for team members to ensure capability building and goal alignment.
Collaborate cross-functionally with other departments (Tech, Product, Customer Support) to resolve escalations and improve end-to-end workflows.
Handle manpower planning, shift scheduling, and workload balancing to maintain operational efficiency.
Ensure strong documentation, reporting, and real-time updates on dashboards and MIS.
Support automation, digitization, and tools adoption across the backend processes.

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Backend Operations Team Lead