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

1.0 - 3.0 years

7 - 8 Lacs

Gurugram

Work from Office

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

Posted 4 days ago

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