Group Lead - operations

MD India Health Insurance TPA Pvt Ltd

1 - 4 years

1 - 4 Lacs

indore madhya pradesh india

Posted:1 month ago| Platform: Foundit logo

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Skills Required

bpo team management insurance operations six sigma customer service operations

Work Mode

On-site

Job Type

Full Time

Job Description

Group Lead Operations

Key Responsibilities:

Lead, supervise, and mentor a team of associates to meet operational goals and KPIs.
Monitor daily operations to ensure SLAs and productivity standards are consistently met.
Conduct regular team meetings, one-on-ones, and performance reviews.
Handle escalations and ensure prompt resolution to maintain customer satisfaction.
Prepare and analyze daily/weekly/monthly reports and share insights with management.
Work closely with cross-functional teams to identify areas of improvement and implement solutions.
Ensure adherence to company policies, operational guidelines, and quality standards.
Provide coaching and support to underperforming team members.
Participate in hiring, onboarding, and training new team members as needed.

Requirements:

Graduate in any discipline (preferred: B.Com/BBA/BA).
1-4 years of work experience
in BPO/Operations, with at least
1 year in a team lead or group lead role
.
Strong understanding of inbound BPO processes and metrics.
Excellent communication, people management, and problem-solving skills.
Proficiency in MS Office (Excel, Word, PowerPoint).
Willingness to work in shifts and under pressure to meet deadlines.

Preferred Skills:

Knowledge of workforce management tools and ticketing platforms.
Experience in customer service operations (healthcare, telecom, insurance, etc.).
Exposure to continuous improvement methodologies (like Lean or Six Sigma optional).

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