Team Lead - Healthcare BPO

Operations Team Leader (Assistant Manager)

Member Support

Gurgaon, India

Full Time

Telus Digital India has partnered with a Global Healthcare client to provide comprehensive Member Support services. This role focuses on enhancing the experience of individuals enrolled in health insurance plans by offering assistance and resources. This contrasts with "provider support," which caters to healthcare professionals and facilities that deliver care:

Few Examples:

• Answering questions about benefits, coverage, and claims.
• Helping members navigate the healthcare system and find appropriate providers.
• Providing information about preventive care and wellness programs.
• Offering resources for managing chronic conditions.
• Ensuring access to affordable and quality care.

Member Support - Service Center  (Role Summary)

This role involves managing the Member Support Service Center, overseeing a team of 15-20 Team Leaders or 50-75 Operations Managers. Key responsibilities include setting up the contact center in Gurgaon, managing SLAs, processes, and people. This position reports to an Operations Manager (OM) or Senior Operations Manager (SOM).

Contact Center Operations

• Manage ongoing transitions, SLAs, processes, and people

Setup and Procedures

• Handle the transition and setup of the Contact Center.
• Create Standard Operating Procedures (SOPs) and track go-live progress.

Training and Support

• Get trained and certified to assist Customer Service Representatives (CSRs) with live work.
• Complete assigned tasks within the agreed Turnaround Time (TAT) with 100% accuracy

Team Leadership

• Lead a team to ensure client delivery.
• Strive for zero escalations and errors (E&O).
• Facilitate career pathing and development of employees for advancement.

Performance Management

• Manage SLAs, including queue monitoring, work allocation, and driving problem analysis and resolution.
• Communicate effectively with clients, conduct reviews, and provide timely responses.
• Generate effective and accurate reports of key metrics

Employee Engagement and Improvement

• Conduct employee engagement activities as directed by the business.
• Provide timely updates to internal stakeholders and onshore counterparts.
• Drive process improvements and efficiencies.

Qualifications and Skills:

• 3-7+ years of relevant and overall work experience.
• Knowledge of the Health & Benefits (HB) domain.
• Excellent communication and analytical skills.
• Proficiency in MS Office applications (MS-Excel, MS-Word) and SQL.
• Ability to handle difficult client situations and develop strategic solutions.
• Ability to multitask and demonstrate self-starter qualities.
• Basic knowledge of Quality tools such as Six Sigma, Kaizen, and LEAN is preferred.
• Strong analytical, planning, and organizational skills.
• This is a Work From Office (WFO) role supporting clients for 15x5 hours.