Team Lead-Operations

As part of your day-to-day work, you will

1. Communicate textually as well as verbally with end users.

2. Coordinate with customers, labs, hospitals to ensure the service.

3. Execute resolution implementations and work towards appropriate balance between quality, promptness and coordination.

4. Work with a cross-discipline team of diverse verticals within the Operations team.

5. Monitor individual and team performance against defined Key Performance Indicators (KPIs) such as service level agreements (SLAs), response times, accuracy rates, and customer satisfaction scores (CSAT/NPS). Conduct regular one-on-one meetings, provide constructive feedback, and recognize achievements.

6. Identify training needs, provide the same, and facilitate skill development programs to enhance team capabilities and career growth.

7. Ensure optimal team staffing and scheduling to meet operational demands and maintain efficient service delivery.

8. Ensure the team consistently adheres to company policies, procedures, and compliance standards

9. Continuously identify and implement improvements in operational processes to enhance efficiency, reduce costs, and improve service quality.

10. implementing regular audits to Ensure the team strictly follows Standard Operating Procedures (SOPs) for all operational tasks

Must Haves

• A Bachelors Degree.
• Expert knowledge of operations processes.
• Working knowledge of calling process.
• Good understanding of user grievance redressal.
• Experience of over 2 year in Operations (preferably in the Healthcare Technology Industry)- Good understanding of Hindi and English.
• Proficient in Communication (Written as well as verbal).