Team Lead-Supervisor (6 Months Contract)

Role: Team Lead-Supervisor

Exp: 5+yrs (1-2yr as Team Lead)

Tenure: 6 Months Project Extendable based on Performance

Client: Top Healthcare Research & Development MNC

Mode: 5 Days Office

Shift: 6:30PM to 3:30AM

Location: Manyata Tech Park

Cabs: 2 ways provided

Industry: US Healthcare or BPO or KPO in Customer Support from International Voice background

Mob: 7760406375 Ganesh Reddy

Mail:

Contact Details if suitable for Role

Reports to Title:

Ops Manager, Service Delivery

The Operations Supervisor is responsible for managing and developing their team, ensuring high performance across assigned programs such as patient assistance, co-pay, and reimbursement services. They oversee staff productivity, maintain quality standards, and ensure operational efficiency. Key duties include monitoring metrics, analyzing trends, identifying improvement areas, and collaborating with the Program Manager to align with client goals. The role requires initiative, leadership, and cross-functional collaboration to drive program success.

Summary of Responsibilities:

Agent Training and Coaching:

• Supervise and guide staff on assigned program(s). Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring.
• Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams.
• Lead proficiency gap assessment of staff and develop plans to address performance issues.
• Regularly monitor and review training to determine effectiveness and provide feedback on recommendations for improvement in future training sessions.
• Listen to agent calls to assess customer service levels on program(s) and provide feedback and remediation plans as necessary. Occasionally listen to calls on program(s) to assess customer service delivery across the program. Client and Program Communication.
• Ensure that Associate has assigned and completed work appropriately in a timely manner according to performance metrics and program efficiency.
• Identify and escalate program trends and provide recommendations to the issues as necessary.
• Monitor program volume, identify fluctuations, and recommend staffing changes to address needs. When deviations occur, escalate deviations.
• Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language.
• Proactively share communication updates and recommendations regarding program operations with peers and Program Manager, Service Delivery.
• Attend client meetings to support the program and Program Manager, Service Delivery, as needed.

Reporting and Analytics:

• Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas.
• Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner.
• Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Address and resolve issues as necessary.
• Identify trends and issues, providing action plans and recommendations as necessary.

Program Specific Knowledge

• Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high-quality manner.
• Coordinate internally to ensure all resources are available to accurately and effectively support the team.
• Own the escalation of and action plan to address workflow, process and turnaround time deviations. Provide Program Manager, Service Delivery frequent communication on progress.
• Successfully participate in special projects as assigned and execute all expected deliverables.
• All other duties as needed or assigned.