Daily Walk-In Drive @ Noida | Team Lead (Health & Welfare)

We are seeking an experienced and dynamic Team Lead to oversee our international voice process team in the Health and Welfare domain. The ideal candidate will manage day-to-day operations, ensure high-quality customer service, and lead a team of customer service representatives to meet performance targets.

Role & Responsibilities

• Training and Development:

  Organize and conduct training sessions to enhance team skills and knowledge. Provide ongoing coaching and feedback to improve performance.

• Performance Monitoring:

  Monitor team performance through call listening, feedback, and performance reviews. Implement corrective actions when necessary.

• Process Improvement:

  Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction.

• Compliance:

  Ensure team compliance with company policies, industry regulations, and procedures related to health and welfare benefits.

• Reporting:

  Generate, analyze, and present regular performance reports to senior management. Track and report on key metrics such as customer satisfaction, first-call resolution, and response times.

• Issue Escalation:

  Handle complex issues and escalate matters to senior management as necessary for resolution.

• Resource Management:

  Manage scheduling, staffing levels, and resource allocation to meet workload demands and service level agreements (SLAs).

Skill requirements:

• Minimum 2 years of experience in International Voice Process within the US Healthcare Health and Welfare domain.
• In-depth understanding of US healthcare terminologies, benefit plans, and regulations.
• Deep understanding of CMS (Centers for Medicare & Medicaid Services) guidelines
• Familiarity with Medicaid programs by state
• Strong listening and verbal communication
• Patience and empathy for cognitive or hearing impairments
• Proficiency in navigating multiple systems and tools